Job Description

We're on the lookout for a dynamic and experienced Customer Relations Manager to lead our Quality and MI functions within Customer Relations. This role is pivotal in driving improvements in service delivery, managing root cause analysis, and leading a high-performing team focused on quality assurance and data insights.

Key Responsibilities:

Lead the Quality Team within Customer Relations, ensuring consistent standards and continuous improvement across all customer touchpoints. The team is responsible for all department training and onboarding. Manage the Management Information (MI) and Root Cause Team, overseeing reporting, trend analysis, and insight generation to inform strategic decisions. Champion a data-driven approach to identifying service gaps and implementing corrective actions. Collaborate with internal stakeholders to ensure Customer Relations activities align with broader business goals and compliance requirements. Drive automation and efficiency initiatives across Customer Relations operations, through strong relations with third-party suppliers, acting as the business SME for change activity. Lead the creation and governance of operational processes and procedures. Foster a culture of transparency, fairness, and accountability, ensuring a focus on brilliant outcomes for our customers.

What We're Looking For:

Proven experience in customer relations, quality assurance, or operational leadership within financial services or a similar sector. Strong analytical skills with the ability to interpret MI and root cause data to drive improvements. Excellent leadership and stakeholder engagement capabilities. A proactive mindset with a passion for delivering exceptional customer outcomes.

Please Note

This is a Hybrid role with the expectation that you will work from our Head office in Bradford at least 3 times a week.

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. We're happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.

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.

At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).

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.