Customer Service Lead

Skipton Building Society; United Kingdom; Hybrid; GBP 37,000; Full time

Job summary

A leading building society in the UK is looking for a Customer Service Lead to enhance customer relationships and develop team performance across their Clitheroe and Barnoldswick branches. This permanent role offers a salary of up to £36,050, along with various employee benefits such as an annual bonus, generous leave, and comprehensive training and development opportunities.

Benefits

Annual discretionary bonus scheme

25 days annual leave + bank holidays

Generous employer matched pension contributions

Employee Assistance Programme

Training and development commitments

Private medical insurance

Qualifications

• Experience of developing relationships with customers and providing exceptional service.
• Enjoy listening and asking appropriate questions to build great relationships.
• Lead by example and take pride in what you do.
• Experience inspiring and motivating a team to drive performance.

Responsibilities

• Develop relationships with customers and promote products and services.
• Act as a subject matter expert within the team.
• Coach and develop the team through effective observations.
• Place customers’ needs at the heart of everything.

Skills

Relationship building

Listening skills

Team leadership

Customer service

Job description

Overview

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 Clitheroe and Barnoldswick 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. Salary: £36,050 Per Annum Closing Date: Sun, 7 Sept 2025.

Responsibilities

• Divide time between customers and the team, developing relationships with customers and highlighting Skipton Building Society products and services through face to face, over the phone, and by video.
• Act as a subject matter expert to ensure the team understands the branch’s contribution plan and key messages and actions.
• Coach and develop the team through effective observations and one-to-ones, working as one team to achieve together.
• Promote a first‑class service and place customers’ needs at the heart of everything you do, whether in branch, virtually, or via outbound contact.
• Be a listener, problem solver, and in time a fountain of knowledge to help customers achieve their financial goals.

About Us

Our branches are the heart of our local communities; we support customers face to face, virtually, and by outbound contact to meet them at relevant times. We are the fourth biggest building society in the UK, owned by our members as a mutual organisation, and we are committed to diversity and long‑term financial wellbeing.

What 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 takes pride in what they do.
• Experience of inspiring and motivating a team to drive performance.

What Is In It For You?

• Permanent position, 36 hours per week, opening hours across Clitheroe and Barnoldswick branches with flexibility to work in both locations.
• Salary up to £36,050 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 to buy/sell additional leave
• Generous employer matched pension contributions – up to 10% per annum
• Employee benefits portal including Employee Assistance Programme and online discounts
• Three paid volunteering days per year
• Colleague mortgage and savings accounts and other discount schemes
• Commitment to training and development
• Private medical insurance for colleagues
• Salary Sacrifice Scheme for hybrid/electric car