What you'll be doing
The Yorkshire Building Society Group is one of the largest building societies in the U.K and at the heart of everything we do are our customers. We are looking to add to our talented Customer Arrears team to help our customers to get their finances back on track.
You will help our customers at a time when they need us most; often facing extremely sensitive financial or personal situations. You’ll use your skills, experience and knowledge to carefully understand their individual circumstances, offering support whilst exploring options and solutions to help our customers improve their financial situation.
In this rewarding role you will be afforded a real opportunity to progress your skills, your career and will be suitably rewarded as you grow in your role.
To give you the best possible start you’ll spend your first 5 weeks in our training academy, giving you the skills and knowledge you’ll need to be able to help our clients. It’s essential that you’re available to attend these first 5 weeks in full. Once out of training you’ll work the shift patterns below:
Week 1 - Monday- Friday 8.00 -15.30
Week 2 - Monday- Friday 11.30- 19.00
Week 3 - Monday, Tuesday, Thursday, Friday Flexi 9.00 - 17.00 and Saturday 09.00 - 13.00
Week 4 - Monday- Friday 11.30 - 19.00
Week 5 - Monday, Tuesday, Wednesday, Friday Flexi 08.00 - 16.00 and Saturday 09.00-13.00
Week 6 - Monday- Thursdays 10.00 - 18.00 and Friday 10:30 - 18:00
The Knowledge & Skills you’ll have
Full training is provided so we’re not looking for specific qualifications, it’s more important that you have the right attitude and are keen to learn. That said there are a few attributes we’d like you to demonstrate:
- Previous call centre/contact centre customer service experience either inbound or outbound
- Good listening skills and the ability to build rapport and empathy with customers of all backgrounds
- Excellent communication skills ; you’ll be able to discuss sensitive matters with ease and empathy
- An understanding of and passion for good customer service
- Experience of working in an environment where the requirement to follow due process and procedure is paramount
Not only do we provide the opportunity to make a valuable contribution to our business, we want to recognise and reward that contribution. We do this through an excellent benefits package that offers real reward:
- 24 days holiday plus bank holidays
- Excellent bonus scheme
- Private Medical Insurance
- Healthcare Cash Plan
- Supportive and enjoyable working culture
- Money Purchase Pension scheme to which we contribute
- Staff Mortgage facility and Staff Savings Account
No matter where you join us, you can be sure of professional, fun and supportive people to work with. We believe this is at the centre of what makes Yorkshire Building Society such a great place to be.
Our vision is to be the most trusted provider of Financial Services in the UK. We strive to achieve this by delivering financial security and long-term value to our members along with exceptional service.
Our values are embedded into every aspect of life here. Even during our recruitment process, you can be rest assured that you’ll be treated in the same manner and go through the same steps as other applicants. And if you’re going through one of our Learning & Development programmes, we’ll ensure that you have support and guidance every step of the way.
Yorkshire Building Society Group is an Equal Opportunities Employer.
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