Complaints Assessor

Yorkshire Building Society; Bradford; Remote; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Holiday 25 days + Bank Holidays

On target bonus up to 15%

Pension with employer contributions

Private medical insurance

My Benefits discounts

Job summary

Yorkshire Building Society is seeking a proactive complaints specialist at our Bradford head office. You will manage mortgage and savings complaints through to resolution within regulatory timescales, handle inquiries at first contact and support colleagues to achieve good customer outcomes.

We value a proactive mindset, the ability to challenge processes, and a customer-first approach in a fast paced environment. Flexible working options available; training provided.

Qualifications

• Experience of managing your own workload, prioritising and owning personal quality and efficiency targets.
• Knowledge and experience of Mortgages and/or Savings accounts and how they work.
• Ability and confidence to challenge and influence group processes and procedures to enable a good customer outcome.
• A positive mindset and be open to change in a fast-paced environment.
• Desired experience of handling customer complaints through to resolution within the financial sector.

Responsibilities

• Think outside of the box and find a good outcome for our customers and the YBS.
• Successfully manage a pipeline of Mortgage and Savings complaints through to resolution within regulated timescales.
• Support our customers at first contact with calls direct in to the team.
• Support and guide colleagues across YBS to achieve good customer outcomes.
• Escalate through the right channels if you spot a process or procedure we could improve on.

Skills

Workload management

Mortgage knowledge

Customer service

Change agility

Influencing processes

Job description

Do you put off looking for new career opportunities because the thought of a interview is a scary prospect?

Does the thought of a formal interview stop you from being your best self? Do you think there must be more satisfying roles out there where you can really make a difference but are afraid to take that step?

Do you love a challenge? Do you thrive in a fast paced environment where achieving good customer outcomes is your focus? Do you enjoy getting stuck in to investigating where something may have gone wrong and get a great amount of job satisfaction from putting it right ?

Look no further, we are looking for people who think outside the box and who care about doing a great job by going above and beyond customer expectations with every interaction. People who really do put themselves in our customers shoes and do the right thing first time every time.

If you answered Yes to all of the above, we’d love to hear from you!

About the role

You will be supported through a dedicated training plan which will prepare you to:

• Think outside of the box and find a good outcome for our customers and the YBS


• Successfully manage a pipeline of Mortgage and Savings complaints through to resolution within regulated timescales


• Support our customers at first contact with calls direct in to the team


• Support and guide colleagues across YBS to achieve good customer outcomes


• Escalate through the right channels if you spot a process or procedure we could improve on

Please note this role will be based at our head office in Bradford.

About you

To be successful in this role you will have:

• Experience of managing your own workload adept at prioritising and taking ownership of personal quality and efficiency targets


• Knowledge and experience of Mortgages and/or Savings accounts and how they work


• Ability and confidence to challenge and influence group processes and procedures to enable a good customer outcome


• A positive mindset and be open to change in a fast-paced environment


• Desired experience of handling customer complaints through to resolution within the financial sector

About us

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.

Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.


• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).


• Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.


• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.


• My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.