Customer Contact Lead

Skipton Building Society; Skipton; Hybrid; GBP 32,000 - 36,000; Full time

Benefits offered by this job

Annual discretionary bonus scheme

25 days standard annual leave + bank-h

Matching employer pension contribution

Colleague Mortgages and access to skip

Flexible working

Private medical insurance, health and

Lifestyle perks: Home and Tech voucher

Job summary

Skipton Building Society is recruiting a Customer Contact Lead at our Head Office in Skipton to own the onboarding journey for Financial Advice customers. You’ll keep customers informed, engaged and supported, coordinating with advisers and operations to move next steps smoothly.

This role starts with three months of training onsite, followed by a minimum of three days per week on site. It’s a 35-hour week on a 12-month fixed-term contract with a strong emphasis on delivering exceptional service

Qualifications

• Experience in a Financial Advice environment and understanding of FA processes.
• Experience handling complex queries in fast-paced customer service with tailored support.
• Experience managing administrative tasks and updating systems while balancing multiple priorities.
• Previous telephony experience managing customer conversations professionally and efficiently.
• Strong communication with a wide range of customers and ability to adapt approach.
• Attention to detail with accurate record-keeping and high quality standards.
• Proactive problem solving with focus on improving the customer experience.

Responsibilities

• Contacting customers during onboarding, keeping them informed via phone and email.
• Managing workflow queues, owning queries and resolving within SLA standards.
• Working with Financial Advisers and operations to support positive outcomes.
• Identifying opportunities to improve the customer journey and service experience.

Skills

Customer onboarding

Financial Advice environment knowledge

Telephony experience

Relationship building

Communication skills

Job description

This role is based at our Head Office in Skipton, North Yorkshire, for the first 3 month training period. After that there is a minimum requirement of 3 days per week onsite.

If you enjoy building relationships, delivering great service and making a genuine difference to a customer's experience, then we’d love to hear from you.

As a Customer Contact Lead, you'll take ownership of the customer journey during the onboarding process for Financial Advice customers. You'll keep customers informed, engaged and supported, helping them navigate the next steps while working closely with advisers and operational teams to make sure everything progresses smoothly.

You'll play a key role in creating positive experiences for customers at an important stage of their financial advice journey. Along the way, you'll have the opportunity to build your knowledge, develop new skills and open up various ways to progress your career within Financial Advice with us.

At Skipton, we're founded on fairness. We exist to do right by our members and we believe that starts with doing right by our people. So whoever you are and whatever you bring, there's a place for you here and a genuine plan for where you go next

What You’ll Do

Our Financial Advice team helps our members with guidance on everything from planning for retirement to leaving a legacy for their families when the time is right. Whatever your role, it's all about doing what's right for our members and helping them feel confident about their future

Your main responsibilities will include:

• Contacting customers during the onboarding journey, helping them stay informed and engaged, through phone and email

• Managing workflow queues, taking ownership and resolving customer queries within agreed standards and SLA’s

• Working closely with Financial Advisers and operational teams to support positive customer outcomes.

• Identifying opportunities to improve the customer journey and overall service experience

What You’ll Need

• Experience working within a Financial Advice environment, with an understanding of the customer journey and FA processes

• Experience supporting customers with complex queries in a fast-paced customer service environment, building trusted relationships to understand individual needs and provide tailored support

• Experience managing administrative tasks, updating systems and balancing multiple priorities in a fast paced environment

• Previous telephony experience, managing customer conversations professionally and efficiently

• Confidence communicating with a wide range of customers, adapting your approach to deliver a positive customer experience and achieve the right outcome

• Strong attention to detail, with the ability to maintain accurate records and high quality standards

• A proactive approach to problem solving, identifying solutions and continually looking for ways to improve the customer experience

What’s In It For You

Your work matters.

And the way we reward you matters, too.

At Skipton, we offer pay and benefits that really do make life better, together with a genuine thank you for making a difference.

• Annual discretionary bonus scheme

• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a max of 30 days

• Matching employer pension contribution (up to 10% per annum)

• Colleague Mortgages and access to Skipton products and services at discounted rates

• Flexible working to help balance your commitments

• Private medical insurance, health and wellbeing app, volunteering opportunities, cycle-to-work scheme, discounted gym memberships

• Lifestyle perks such as a Home and Tech voucher, which can be used at Currys, and IKEA

We’re here to make life better for our members.
About Skipton.

Our story began in 1853 in Skipton, North Yorkshire. Today, you’ll find us across England and Scotland, from Aberdeen to Plymouth.

We help over a million members put down roots, save for what matters, and feel good about their money. As a mutual, they own us, so everything we do is for them. You'll feel that same fairness and purpose in how all 2,500 of our colleagues work together, too

It all means that life at Skipton is more exciting than you imagine.

What it's like to work here
Life at Skipton

We talk and we listen to each other. And we make decisions as a team. That way, you get all the support you need to do work that works for everyone.

At Skipton we value work life balance and are proud to support hybrid and flexible working. This opportunity is for 35 hours per week, Monday to Friday on a 12 month fixed term contract and you’ll spend a minimum of 3 days a week collaborating with colleagues at our Head Office in Skipton after the initial training period.

We also value what everyone brings to Skipton. And we create a fair place where you can be yourself. Our colleague networks play a big role in this. They connect people with similar life experiences and make our workplace warm, friendly, inclusive and welcoming.

It’s not just our members who are important to us.
You are, too.

Lots of organisations talk about wellbeing, but they don’t always back it up. As a mutual, we put people first. And that includes the people who work here. So, when we say we care about your wellbeing, we mean it.

Wellbeing isn't just one thing. It’s about feeling good, having energy, and being able to be yourself and perform at your best. That’s why we offer help for your mental and physical health across five key areas.

What’s more, it’s help that you can actually use too - not just read about.