Customer Support Representative

Yorkshire Building Society; Bradford; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A financial services provider in Bradford is seeking a Customer Services Representative to deliver personalized service for savings and mortgage customers. You will manage customer needs through various channels, ensuring compliance and efficiency. Candidates should have strong communication skills, adaptability, and a passion for customer engagement. A supportive onboarding journey is offered, along with flexible working options.

Benefits

25 days holiday plus Bank Holidays

On-target bonus up to 15%

Pension contributions up to 11%

Private medical insurance

Discounts through self-service portal

Qualifications

• Demonstrated communication and resilience in a fast-paced environment.
• Passion for engaging with customers and seeking solutions.
• Ability to manage tasks efficiently using digital tools.

Responsibilities

• Deliver a personalized customer service journey across multiple channels.
• Manage customer needs through telephony, admin, and online channels.
• Promote digital channels to members.

Skills

Strong communication skills

Excellent listening skills

Adaptability

Attention to detail

Digital and IT tools proficiency

Empathy

Tools

Microsoft

Job description

Overview

A career in Customer Services with us can take you anywhere. We are committed to helping your career happen and providing a welcoming and inclusive environment where you can be proud of your contributions. You will be at the forefront of delivering "Real Help with Real Lives" and creating joyful experiences for our members, while being challenged to develop your skills and move ahead in your career journey.

About the role

As a Customer Services Representative, you will 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.
• Promote our digital channels to members.
• Handle calls within service levels, 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.
• Excellent listening and interpersonal skills.
• A passion for engaging with customers and seeking solutions by exploring and questioning to achieve the right outcome.
• Great attention to detail and adaptability to change.
• Ability to use a range of digital and IT tools, including Microsoft, to manage tasks efficiently.
• 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 with colleagues on hand to support your training and development in the role.

What we offer

Flexibility: A range of flexible working options where possible to help you find a healthy work-life balance. We’re happy to discuss flexible working during the recruitment process.

Inclusivity: An inclusive environment where everyone is welcome and able to be themselves. If you go the extra mile to help our members, you’ll fit right in and belong here.

Giving Back: 31 hours of paid leave each year to get involved with purposeful activities and skills development.

About us

At YBS we don’t have shareholders, we have members. We care about people, including you, and you’ll be respected for who you are. We are on an exciting journey to deliver the highest level of support in our end-to-end customer journey and would love you to join us. We offer some flexibility to work from home depending on the team and business needs, including pilots for home working.

Benefits

• Holiday: 25 days plus Bank Holidays, with option to buy up to 5 additional days.
• Bonus: On-target bonus of 7% of eligible pay, with opportunity to earn up to 15%.
• Pension: Employer contributions up to 11% into the YBS pension.
• Healthcare: Private medical insurance, dental and healthcare plans.
• My Benefits: Access to a self-service portal with discounts on retail, hospitality and health benefits.

Ready to apply?

If this matches what you’re looking for, apply now.