Customer Solutions Consultant (12 months)
Yorkshire Drive HQ, Yorkshire House, Yorkshire Drive, Bradford, BD5 8LJ

Job Reference: 003432

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

Closing Date: 24/01/2021

Salary £: Starting salary of £19,400 + Bonus & Benefits

Employment Type: Fixed Term - Full Time

Division: Customer Services Division

Hours per week: 35 hours per week. Monday to Friday 9am to 5pm

As a Customer Solutions Consultant on a 12 month contract, you’ll record, investigate and resolve complex complaints and provide vulnerability advice and guidance to front line colleagues ensuring that we find the right outcome for customers. You’ll join a likeminded team in our Bradford based Customer Solutions department.

What You'll Do

In this role, you’ll be required to provide resolution to customer queries, issues and complaints within regulations through all channels of communication.

You’ll provide support and expertise to colleagues including how we treat vulnerable customers, financial literacy and unacceptable customer behaviour. By offering this support, you’ll influence other colleagues across the group to achieve fair outcomes that are in line with our purpose and service standards at YBS.

A big part of this role will require you to work flexibly across various customer demand types within Customer Solutions and the wider function to deliver required levels of service when required. When working flexibly across different teams, you’ll look to improve and develop these areas by proactively identifying and implementing changes to support fair customer outcomes and increase our service levels.

How You’ll Do It

  • To be successful in this role, you’ll need to bring your knowledge and experience of Mortgage, Savings and Insurance products

  • Previous experience of handling complaints in a regulated environment

  • Ability and confidence to challenge and influence group processes and procedures to enable the right customer treatment

  • Previous experience in developing expertise in the treatment of potentially vulnerable customers through broad industry awareness as well as keeping up to date with changing regulatory and consumer demands

  • Knowledge of how your own role will contribute to our organisation’s purpose and team priorities

  • An understanding of the implications of change within the work place and the ability to adapt to changing customer and colleague requirements

  • Previous experience of working collaboratively with colleagues across the organisation

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!