Customer Service Team Lead
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12 Month Fixed Term Contract
Our Customer Services 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 Customer Services Team Leader, you’ll be leading and inspiring your team to prioritise and consistently deliver good customer outcomes across our Telephony, Digital and Administration channels, including complaints and vulnerable customer treatment.
You’ll be confident developing talent to drive performance and empower colleagues to exceed customer expectations by delivering joyful experiences. You will be present and involved in the delivery of your teams work and ensure that colleagues feel engaged and are delivering good customer outcomes whilst providing members a properly personalised experience.
You’ll be an expert coach to support your team to provide an empathetic service whilst focusing on increasing their digital literacy to enable customers to acquire the skills to self-serve and reduce failure demand. In addition, you’ll 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.
This role will reward you with variety as you will get the opportunity to work over different functions across our Customer Services function, providing you with an abundance of transferable skills to grow and build a career in YBS.
Please note: Internally this will be known as 'Customer Support Team Leader'
About you
You’ll be experienced in leading and developing customer focused colleagues who deliver good customer outcomes. This experience could be from a coaching/developing or leadership role and should be coupled with;
- Experience of service delivery and leading through change
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. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.
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.
- Bonus.
Ready to apply?
If you’re excited about this role and want to be part of the YBS team, click apply now to send us your application.