Senior Manager - Complaints and Vulnerable Customers Bradford, Yorkshire and the Humber, England
Job description
At YBS, we are driven to do the right thing for our customers and members. If you care about that as much as we do, then this is your chance to make a real impact.
About the role
This newly created role is part of the Customer Services Leadership team, one of the largest functions within the Society. The way we approach customer complaints and the treatment of vulnerable customer is key to our purpose and within this role you will be leading the effective delivery of great outcomes across the business at these key moments of truth.
Leading a team of around 100 colleagues you will be setting the direction for the Society, empowering colleagues to do the right thing, quickly and effectively. Working in partnership with stakeholders you’ll also be accountable for the relevant policies and frameworks that govern our approach and ensure we remain compliant with our regulatory responsibilities.
You’ll take the lead in delivering our regulatory requirements including reporting, liaison with relevant external stakeholder such as FoS and the effective delivery of our DISP and Consumer Duty responsibilities.
Delivering brilliantly today is just one aspect of the role as its just as important to keep an eye on the horizon, ensuring we can respond to our members and any regulatory or industry changes in the most effective ways.
The role combines significant subject matter expertise alongside excellent leadership that can drive the Society’s approach to complaints and vulnerable customer management.
About you
You’ll be an experienced leader across financial services and customer services, coupled with an in-depth knowledge of managing customer complaints and/or vulnerable customers, specifically;
- Knowledge of relevant regulation including: DISP complaint handling rules, Guidance on the Fair treatment of Vulnerable Customer and Consumer Duty
- Excellent leadership skills with experience of motivating your direct team and providing leadership and influence across the business
- Experience of establishing operating approaches for complaints and vulnerable customer treatment across the business
- Experience in shaping, modifying, and maintaining policy and procedures
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.
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. We work together to reach for better at YBS, so when we reach our goals we’re all rewarded, with up to a 10% annual bonus.
- 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?
If you’re excited about this role and want to be part of the YBS team, click apply now to send us your application.
Want more information?
If you have any questions about this role, please contact Joe Revel-Cooper on [email protected]
Please note applications are reviewed frequently therefore this role may close prior to the advertised closing date
