Senior Manager Customer Services (Virtual Channels)

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

Job summary

A prominent financial services organization seeks a Senior Customer Service leader to drive excellence in its virtual Customer Service team. In this role, you will inspire and lead over 200 colleagues while ensuring exceptional customer experiences through innovative digital solutions. Key responsibilities include managing operations, leading strategic changes, and optimizing processes for future scalability. The position offers substantial opportunities for personal development in a flexible and inclusive environment, enhancing both team and customer engagement.

Benefits

25 days holiday plus Bank Holidays

Up to 10% annual bonus

11% contribution to pension

Access to health benefits including private medical insurance

Self-service benefits portal

Qualifications

• Proven leadership experience in a large-scale contact centre or customer service environment.
• Experience in shaping and implementing unified engagement strategies.
• Expertise in digital transformation and virtual channel strategy.

Responsibilities

• Lead and inspire a team of over 200 colleagues in virtual customer service.
• Drive digital transformation journey and omnichannel integration.
• Collaborate with cross-functional stakeholders to enhance customer experience.

Skills

Leadership

Digital transformation

Omnichannel integration

Collaboration

Data-driven decision-making

Job description

We have an exciting opportunity for an accomplished Senior Customer Service leader to take charge of our virtual Customer Service team, driving excellence in every interaction. In this pivotal role, you ll ensure our customers receive outstanding service through innovative digital solutions, while shaping the future of how we connect and engage.

About the Role

About the Role You will lead the future of customer experience. We re looking for a strategic and visionary leader to head our virtual Customer Service team and drive our digital transformation journey. In this pivotal role, you will take responsibility for leading and inspiring a team of over 200 colleagues in our virtual customer service teams, ensuring that customers receive exceptional service every time. You will oversee the day‑to‑day operations, including workforce planning, forecasting and scheduling, to maintain efficiency and deliver outstanding results. As a strategic leader, you will shape and deliver our virtual channel strategy, driving omnichannel integration and digital transformation. You will play a key role in our transformation journey, inspiring colleagues to embrace new ways of working that meet customer needs through their preferred channels. Fostering a culture of learning and development will be central to your approach, as you support colleagues and customers through evolving interactions. You will lead ongoing process and system optimisation for future scalability, creating streamlined, end‑to‑end solutions that integrate seamlessly with channel advancements to enhance the customer experience. Collaboration will be key, as you work with cross‑functional stakeholders and leaders across the business, using data‑driven insights to improve the customer journey and overall satisfaction. This is a unique opportunity to make a real impact, leading innovation and transformation at the heart of our customer service strategy.

Responsibilities & Qualifications

• Proven leadership experience in a large‑scale contact centre or customer service environment, ideally managing teams of 200+ colleagues.
• Proven ability to lead strategic change in customer interaction models, including redesigning how phone, web chat and video channels are managed and integrated across contact centres, branches and wider teams. Experience in shaping and implementing unified engagement strategies in partnership with transformation programmes, ensuring a consistent and customer‑focused approach.
• Expertise in digital transformation and virtual channel strategy, with knowledge of omnichannel integration.
• Previous experience working in the Financial Services industry.
• 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.
• Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work‑life balance. Whether it s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you.
• Development. We want you to feel challenged here. Whatever your ambitions, we re committed to helping you develop your skills and move ahead in your career journey. From day one, we ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
• 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.

Benefits

• Holiday. You ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. We work together to reach for better at YBS, so when we reach our goals we re all rewarded, with up to a 10% annual bonus.
• 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.