Customer Service Lead

Skipton Building Society; Harrogate; On-site; GBP 32,400 - 39,600; Full time

Benefits offered by this job

Annual bonus

Holiday entitlement

Pension plan

Private medical insurance

Employee discounts

Volunteer days

Training and development

Salary sacrifice car

Job summary

Skipton Building Society in Harrogate and Wetherby is seeking a Customer Service Lead to divide time between customers and the team, building strong relationships and promoting the Society’s products across face-to-face, phone and video channels.

You will coach colleagues through observations and one-to-ones, ensuring first-class service, supporting the branch network and contributing to a mutual, community-focused organisation.

Qualifications

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

Responsibilities

• Divide time between customers and team to coach and develop staff.
• Develop relationships with customers and highlight products and services through branches, contact centre, and online channels.
• Coach and observe the team through observations and one-to-ones.
• Promote first-class service and resolve customer problems.

Skills

Relationship building

Customer service

People leadership

Communication

Job description

Customer Service Lead

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 Harrogate and Wetherby.

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.

Who Are We?

We are the fourth biggest building society in the UK and what makes us a bit different is that we’re a mutual organisation. We do not have shareholders; we are owned by our members. Our purpose is to help more people have a home, help people save for life ahead and support long term financial wellbeing.

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 Harrogate and Wetherby 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 up to £36,000 depending on experience, plus benefits including:

• 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.
• Access to a benefits portal which includes an Employee Assistance Programme and online employee discount platform (retailers, entertainment, eating out and travel).
• Three paid volunteering days for you to use each year.
• Colleague mortgage and savings accounts, and 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.