Customer Experience Team Lead

6 days ago


Bradford, Bradford, United Kingdom Yorkshire Building Society Group Full time

Yorkshire Building Society Group is a leading UK-based financial services provider. Our vision is to help people achieve their goals by providing exceptional service and innovative solutions.

About the Role

We are seeking an experienced Customer Experience Team Lead to join our Technology Services team. As Colleague Service Desk Lead, you will play a key role in ensuring that our customers receive high-quality support and service delivery.

The successful candidate will be responsible for managing a hybrid working team, operating a 35-hour week with shifts covering core hours of 8am-5pm. Key responsibilities include:

  • Ensuring major incidents are logged, progressed, and resolved within the scope of our major incident management process.
  • Supporting the management of 3rd party relationships that support service delivery for Yorkshire Building Society.
  • Defining metrics and KPIs and ensuring that service delivery reporting is of high quality and delivered within agreed timelines.
  • Motivating and appraising team members, including objective setting, monitoring performance, and recruitment.
  • Collating, analysing, and evaluating data on client satisfaction, inquiry, and complaint to improve service delivery.
  • Managing the transition of new services into support with deliverables in line with agreed standards and procedures.

Salary: £45,000 - £60,000 per annum (dependent on experience)

Benefits: We offer a range of benefits, including:

  • 25 days annual leave plus Bank Holidays
  • On-target bonus of up to 15% of eligible pay
  • Pension contributions up to 11%
  • Access to our self-service benefits portal
Requirements

To succeed as Customer Experience Team Lead, you will need:

  • Excellent understanding of Service Management processes
  • Experience in delivering service improvements to enhance customer service; ITIL v3 or 4 certifications beneficial
  • External customer-facing experience
  • IT Security or Cyber Security experience advantageous
  • Coaching, mentoring, and leadership skills

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