Customer Solutions Advisor Bradford, Yorkshire and the Humber, England
Job description
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.
We are on an exciting journey together with a desire to deliver the highest level of support in our end-to-end customer journey and would love you to come and be a part of it.
We have an exciting opportunity for people who are passionate about doing the right thing for our customers. You’ll love finding opportunities to improve customer experience by understanding the root cause of complaints and making sure we learn from our mistakes.
We are looking for individuals with experience in dealing with complex complaints, vulnerable customers, or FOS complaints with a keen eye for continuous improvement and delighting our customers.
About the role
You will be supported through a dedicated training plan which will prepare you to:
- Think outside of the box and find the right outcome for our customers and the business
- Manage a pipeline of complaints to resolution
- Handle inbound telephony calls from our customers direct into the team
- Support and guide colleagues across YSB to achieve fair outcomes for customers Callout when we can improve our process and support identification of root cause
About you
To be successful in this role you will have:
- Previous experience of handling complaints in a regulated environment, dealing with vulnerable customers, and/or FOS experience
- Experience of managing own workload; adept at prioritising and taking ownership of personal quality and efficiency targets
- A confident approach to investigating complaints effectively and a proactive attitude towards resolving them quickly and efficiently
- Knowledge and experience of mortgages and savings would be advantageous
- Ability and confidence to challenge and influence group processes and procedures to enable the right customer treatment
- A positive mindset and be open to change in a fast-paced environment
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.
Annual Leave – For all of your hard work and commitment we’ll reward you with a whopping 33 days holiday inclusive of bank holidays, along with the option to purchase more.
Development - At YBS we want you to feel challenged. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey.
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.
Giving Back – You’ll have 31 hours of paid leave each year to get involved with purposeful and skills-based volunteering activities that support our local communities, such as financial wellbeing, financial resilience, and financial education for schools. Together last year, we completed more than 11,000 hours of volunteering for our local communities.
Ready to apply?
We cannot wait to meet you! Apply now.
