Customer Service Representative

Yorkshire Building Society; Bradford; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Holiday

Bonus

Pension

Healthcare

My Benefits

Job summary

Yorkshire Building Society is seeking a Customer Services Representative to deliver a personalised service for savings and mortgage customers across multiple channels. You will manage needs via phone, online channels and social media, while promoting digital channels and ensuring efficient, compliant service.

You will collaborate with colleagues, maintain high standards and adapt to a fast-paced environment, using Microsoft tools to stay productive and accurate.

Qualifications

• Strong communication and listening skills.
• Ability to engage with customers and understand their needs.
• Comfort with using digital tools to manage tasks.

Responsibilities

• Deliver personalised customer service journey across channels.
• Manage customer needs through telephony, web chat, secure messaging and social media.
• Resolve issues at first point of contact where possible.

Skills

Excellent listening skills

Interpersonal skills

Customer-focused

Digital literacy

Resilience in fast-paced environment

Tools

Microsoft Office

Job description

A career in Customer Services with us can take you anywhere, and we’re committed to helping your career happen. So, with all this, and some great benefits to boot, why not read on?

Working in our Customer Services team, you’ll find a welcoming and inclusive environment where you can be proud of the contributions you make. You will be at the forefront of delivering “Real Help with Real Lives” and creating joyful experiences for each of our members.

Alongside this, we want you to feel challenged. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey.

About the role.

As a Customer Services Representative your role is to deliver a personalised customer service journey for our new and existing savings and mortgage customers across multiple channels.

You will

• Manage customer needs through telephony, admin and our online channels such as web chat, secure messaging and social media. You’ll explore opportunities to promote our digital channels with our members.
• Handle calls within service levels, taking ownership of delivering an efficient and compliant service in line with policy and regulation.
• Use your initiative to provide good customer outcomes on each interaction and resolve issues at first point of contact where possible.

About You.

To succeed in this role, you will need to demonstrate strong communication skills, resilience, and the ability to adapt in a fast-paced environment.

Alongside this you will have

• Excellent listening and interpersonal skills.
• A passion for wanting to engage with customers, seeking solutions by exploring and questioning to achieve the right outcome for the customer.
• Great attention to detail and be adaptable to change.
• The ability to use a range of digital and IT tools, including Microsoft, to efficiently manage tasks and enhance productivity.
• The capability to show strong empathy to understand the different needs of our customers.

To give you the best possible start you’ll have a tailor‑made onboarding journey from the day you start with us, with colleagues on hand to support with your training and development in the role.

So what does all this mean for you:

Flexibility We offer a range of flexible working options where possible, which can help you find a healthy work-life balance. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process
Inclusivity We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
Giving Back You’ll have 31 hours of paid leave each year to get involved with purposeful and skills-

About Us

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

We are on an exciting journey together with a desire to deliver the highest level of support in our end-to-end customer journey and would love you to come and be a part of it.

In Customer Service we do offer some flexibility to work from home depending on the team you are working in and business needs. We are currently running pilots for home working and would love for you to join and become a part of shaping the future of our work force!

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday. You’ll get 28 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
• Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
• My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.