Customer Service Lead

Skipton Building Society; City of Edinburgh; Hybrid; GBP 34,000; Full time

Job summary

A financial services provider in the UK seeks a Customer Service Lead to manage relationships with customers across branches in Edinburgh and North Berwick. The role involves developing a motivated team, ensuring excellent service delivery, and promoting financial products. Offering a salary of £33,750 with various benefits including a discretionary bonus, generous leave policies, and an Employer matched pension scheme.

Benefits

Annual discretionary bonus scheme

25 days annual leave + bank holidays

Holiday trading scheme

Generous employer matched pension contributions

Employee Assistance Programme

Colleague mortgage and savings accounts

Training and development commitment

Private medical insurance

Salary Sacrifice Scheme for hybrid/electric car

Qualifications

• Experience of developing relationships with customers and providing exceptional service.
• Enjoys listening and asks appropriate questions to build great relationships.
• Leads by example and shows pride in what they do.
• Experience of inspiring and motivating a team to drive performance.

Responsibilities

• Develop relationships with customers and provide exceptional service.
• Coach and develop the team through effective observations and one-to-ones.
• Promote products and services through various channels.
• Ensure customer needs are prioritized and problems solved effectively.

Skills

Customer relationship development

Listening skills

Team leadership

Job description

Hours:

This role will be a permanent contract working 36 hours per week.

Salary:

£33,750 Per Annum

Closing Date:

Tue, 25 Nov 2025

Are you passionate about helping others and providing exceptional customer service?

If so, then we have the perfect opportunity for you! We are recruiting for a Customer Service Lead across our multisite branches in Edinburgh and North Berwick.

As a Customer Service Lead you will divide your time between customers and the team. You will be developing relationships with customers, having great conversations, and highlighting the products and services that Skipton Building Society provides through a variety of channels including face to face, over the phone, and by video.

As a subject matter expert, you will ensure that the team understand the branch’s contribution plan and understand key messages and actions. You will coach and develop the team through effective observations and one-to-ones, working as one team to achieve together.

Our branches are the heart of our local communities, however increasingly our customers want the flexibility of doing transactions online and engaging with us via our contact centre. In branch we can support our customers face to face, virtually and by outbound contact so we are reaching our customers at relevant times. So, whether you are promoting a new product or resolving a problem, you will always place our customers’ needs at the heart of everything you do and provide a first-class service every time.

For our customers, you will be more than just the friendly face and voice of Skipton Building Society. You will be a listener, a problem solver and in time a fountain of knowledge to help them achieve their financial goals.

Together, you can help us build a better Society!

What Do We Need From You?

• Experience of developing relationships with customers and providing exceptional service.

• Enjoys listening and asks appropriate questions to build great relationships.

• Leads by example and shows pride in what they do.

• Experience of inspiring and motivating a team to drive performance.

What Is In It For You?

The role of Customer Service Lead is a permanent position working 36 hours per week across Monday to Saturday to cover opening hours of the branches.

The role covers the multisite of Edinburgh and North Berwick and we need someone who can be flexible to work in both locations as business demands. This will be discussed in more detail at interview stage.

The salary is £33,750 depending on experience, plus a range of benefits which include

• Annual discretionary bonus scheme.

• 25 days standard annual leave + bank holidays and rising 1 day per year of service to a maximum of 30 days after 5 years.

• Holiday trading scheme allowing the ability to buy and sell additional annual leave days.

• Generous employer matched pension contributions – up to 10% per annum.

• We care about your health and wellbeing. You will have access to a benefits portal which includes an Employee Assistance Programme and online employee discount platform (retailers, entertainment, eating out and travel).

• There are always initiatives to get involved with charities with three paid volunteering days for you to use each year.

• Colleague mortgage and savings accounts, as well as a host of colleague discount schemes.

• A commitment to training and development.

• Private medical insurance for all our colleagues.

• Salary Sacrifice Scheme for hybrid/electric car.