General Servicing Leader - Peterborough, United Kingdom - yorkshire building society

yorkshire building society

Verified Company

Peterborough, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our General Servicing Team Leader position is a role where you make a positive impact, create high performing teams and make a real difference to colleagues and customers.

About the role

As General Servicing Team Leader, you'll be leading and inspiring customer outcome delivery in Digital, Telephony and Administration activity, including complaints and vulnerable customers.

You'll be coaching and developing talent to drive performance and empower colleagues to exceed customer expectations.

You will be present and involved in the delivery of your teams work, and ensure that colleagues feel engaged and are delivering against KPI's whilst providing members a properly personalized experience.

You will coach your teams to focus on digital promotion to enable customers to acquire the skills to self-serve and reduce failure demand.

In addition, you will be looking at opportunities to service customers end to end at the first contact by identifying and delivering efficiencies.

It's imperative that you have a real passion to reach for better.

As the Society delivers the largest transformation it's ever seen across customer service, a key element of the role will be to lead your teams compassionately and effectively through large scale cultural changes and process transformation.

This role will reward you with variety as you will get the opportunity to work over different functions within General Servicing as a Team Leader across digital, telephony, admin, and Moments of Truth.

Providing you with an abundance of transferable skills to build a career in YBS.

About you
You'll be experienced in leading and developing customer focused colleagues to deliver good customer outcomes. This experience could be from a coaching/developing or leadership role and should be coupled with;

Experience of leading through change
Proven experience of identifying and delivering continuous improvements
A balanced and measured approach to managing conflicting priorities
A good knowledge of telephony and digital inbound servicing, complaints, vulnerable customer treatment & the Financial Services Ombudsman
A genuine passion for developing others and yourself

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.

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.

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 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.

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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.
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Pension. We know how important it is to save towards the future, that's why we'll contribute up 11% into your YBS pension.
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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.
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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,

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