Customer Contact Lead

skipton; Skipton; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Annual discretionary bonus

25 days annual leave + bank holidays

Employer pension contributions up to £

Staff mortgage access and product/perk

Flexible working to balance your life

Private medical insurance & wellbeing

Cycle-to-work & gym discounts

Home & Tech vouchers (Currys, IKEA)

Job summary

Skipton is seeking a Customer Contact Lead in Skipton to own the onboarding journey for Financial Advice customers, keeping them informed and engaged. After a 3-month training at the Head Office, you will work in a hybrid role with a minimum of 3 days onsite weekly.

The role focuses on delivering excellent customer service, resolving complex queries, and collaborating with advisers and operations teams to ensure smooth progression and positive outcomes for customers.

Qualifications

• Experience in a Financial Advice environment and understanding of FA processes.
• Ability to handle complex queries in a fast-paced service setting.
• Experience managing administrative tasks and updating systems.
• Telephony experience with professional customer conversations.
• Confidence communicating with a wide range of customers and delivering a positive experience.

Responsibilities

• Contact customers during onboarding, keeping them informed via phone and email.
• Manage workflow queues, own queries, and meet agreed standards and SLAs.
• Work with Financial Advisers and operations teams to support positive outcomes.
• Identify opportunities to improve the customer journey and service experience.

Skills

Customer service

Relationship building

Phone & email communication

Clear communication

Attention to detail

Job description

Hours: 35 hours per week, Monday to Friday, 12 month secondment

Salary: £26,000 Per Annum

Closing Date: Fri, 25 Sept 2026

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.

What You'll Do

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.

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

• 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

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.

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 c