Job Description
An exciting opportunity has arisen to join us as our next Customer Service Manager. We’re looking for someone who is passionate about delivering excellent customer outcomes and supporting the colleagues who make this possible.
About the Role
As a Customer Service Manager, you'll play a key role in leading our contact centre & technical administration teams. Acting as the link between Team Leaders and Senior Managers, you’ll provide clear guidance, build capability and create an environment where colleagues feel confident, supported and able to deliver great experiences for our members.
You’ll use data and insight to drive improvements, support the delivery of change, and help shape a modern, connected and customer‑focused operation.
What You’ll Do
- Lead, coach and develop Team Leaders to build engaged, high‑performing teams
- Foster a culture of empowerment, accountability and continuous improvement
- Drive consistent delivery of good customer outcomes across all channels
- Use data and insights to understand trends, risks and improve performance
- Support the implementation of new processes, systems and digital solutions
- Ensure activity aligns with regulatory requirements and quality expectations
- Build strong relationships with key partners across the business
- Communicate clearly to keep teams informed, aligned and motivated
About You
You’ll be an experienced leader with a passion for developing people and improving customer experience. You’re confident working with data, understanding risk management, comfortable leading through change, and skilled at building trust and influence across teams. Experience in contact centre operations or regulated environments is desirable.
What You’ll Bring
- Energy and enthusiasm for building strong, engaged teams
- A balanced approach to managing competing priorities
- Curiosity, resilience and a continuous improvement mindset
- A commitment to doing what’s right for our members and colleagues
- Expertise in Savings and Mortgages would be beneficial.
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 during the recruitment process to discuss this.
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. 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
Ready to apply?
Great with people? Then we think it would be great to meet you. Apply now.,