Complaints Leader
Yorkshire Drive HQ, Yorkshire House, Yorkshire Drive, Bradford, BD5 8LJ

Job Reference: 003345

Location: Yorkshire Drive HQ, Yorkshire House, Yorkshire Drive, Bradford, BD5 8LJ

Closing Date: 27/11/2020

Salary £: Up to £30,000 (depending on experience) + Bonus & Benefits

Employment Type: Permanent - Full Time

Division: Customer Services Division

Hours per week: 35 hours per week. Monday to Friday 10am - 6pm

As our next Complaints Leader (internally known as Leader, Moments Of Truth Servicing), you’ll lead a team of colleagues in the delivery of Moments of Truth Servicing through multiple channels such as; complaint handling, Financial Ombudsman referrals, Data Subject Access Request (DSAR), Vulnerable Customer Treatment and unacceptable customer behaviour treatment. You’ll join a likeminded team in our Bradford based Customer Solutions function.

What You'll Do

In this role, you’ll be required to lead a relentless focus on first touch resolution through engaging colleagues and stakeholders across the business, building team morale and a great environment to work in.

You’ll own the service delivery for the team by having a deep understanding of resource and demand and be able to build capabilities that allow us to meet existing and future needs of our customers.

A big part of this role is to own the processes within the team that support the stages in the customer journey, using operational excellence principles to ensure a deep understanding of the demand and operational risks.

How You’ll Do It

  • You’ll bring previous experience of leading and developing teams to deliver customer demand
  • Show that you are an expert in complaints and vulnerable customer treatment
  • Experience of managing stakeholders at all levels
  • Have the ability to convert divisional priorities and goals into operational plans

Life at YBS

In addition to the usual benefits such as competitive salary, annual bonus and healthcare packages we offer you…

Flexibility – Whether it’s picking up the kids from school or catching that early morning yoga session we have you covered.

Celebrating Success – From everyday thank you cards, to our annual ‘Raising the Roof’ gala to celebrate our golden ticket winners we acknowledge our colleagues successes no matter how big or small.

Giving Back – Fancy 31 hours of paid leave a year to get involved in community activities? Together last year, we completed more than 11,000 hours of volunteering!

Inclusivity - We don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our colleagues, our customers and our community. We are proud to be an equal opportunities employer.

Site Perks – Some of our sites have added little extras such as a gym, restaurant and free parking at our Bradford site, roof garden in Leeds, and on-site restaurant and free parking at our Peterborough site.


If you’ve got a solid background in Customer Service and you want to develop a career in an empowering, respectful and supporting business then why not join us?

Our people are our heart and soul; we’re commercial and caring, big enough to offer you a challenge and small enough for you to make a real impact. We’re devoted to putting people first and doing the right thing by providing real help with real life.

We’d love to hear from you so why not apply today and be Your Brilliant Self!


This position is now closed. We are no longer accepting applications for this position.