Customer Service Lead

Overview

We are recruiting a Customer Service Lead to support our multisite branches in Harrogate and Wetherby. The role blends direct customer support and team leadership across our branches and contact centre, ensuring seamless service for face‑to‑face, phone and virtual interactions.

• Provide exceptional customer service, acting as a listener, problem solver and product knowledge expert.
• Develop and nurture relationships with customers across multiple channels.
• Lead, coach and develop the branch team through observations, one‑to‑ones and collaborative goal setting.
• Ensure the team understands the branch contribution plan, key messages, and action plans.
• Represent the branch to the community, promoting services and resolving issues promptly.
• Support customers through online and contact‑centre channels to meet modern service expectations.

• Experience developing relationships with customers and delivering exceptional service.
• Strong listening skills and ability to ask appropriate questions.
• Lead by example, demonstrating pride in work and motivation for others.
• Experience inspiring and motivating a team to drive performance.

36 hours per week across Monday to Saturday, covering branch opening times. Flexible work across Harrogate and Wetherby sites.

• Salary up to £36,000 per annum, depending on experience.
• Annual discretionary bonus scheme.
• 25 days standard annual leave + bank holidays; +1 day per year of service up to 30 days after 5 years, with a holiday trading scheme.
• Employer matched pension contributions – up to 10% per annum.
• Employee Assistance Programme and employee discount platform.
• Three paid volunteering days per year.
• Colleague mortgage and savings accounts, other discount schemes.
• Commitment to training and development.
• Private medical insurance for all colleagues.
• Salary sacrifice scheme for hybrid/electric car.

As the fourth biggest building society in the UK, Skipton Building Society is a mutual organisation owned by its members. We value diversity, sustainability, and long‑term wellbeing for both colleagues and customers.