Head of Virtual Channels & Digital CX

Yorkshire Building Society Group; Remote; GBP 60,000 - 80,000; Full time

Job summary

A financial services provider is seeking a Senior Manager of Customer Services to lead their virtual Customer Service team in Bradford. This role involves driving exceptional customer interactions through innovation and digital solutions. The successful candidate will manage a team of over 200, ensure operational efficiency, and spearhead digital transformation efforts. Experience in large-scale customer service environments and expertise in digital strategies are essential for this role, which offers a range of flexible benefits and a supportive work culture.

Benefits

25 days holiday plus Bank Holidays

Up to 10% annual bonus

Up to 11% pension contribution

Private medical insurance

Access to self-service benefits portal

Qualifications

• Proven leadership experience in large-scale customer service environments managing teams of 200+.
• Expertise in digital transformation and channel strategy.
• Experience in the Financial Services industry.

Responsibilities

• Lead the virtual customer service team to ensure exceptional service.
• Drive digital transformation and omnichannel integration.
• Oversee day-to-day operations and maintain efficiency.

Skills

Leadership

Digital transformation

Customer service

Omnichannel integration

Job description

A financial services provider is seeking a Senior Manager of Customer Services to lead their virtual Customer Service team in Bradford. This role involves driving exceptional customer interactions through innovation and digital solutions. The successful candidate will manage a team of over 200, ensure operational efficiency, and spearhead digital transformation efforts. Experience in large-scale customer service environments and expertise in digital strategies are essential for this role, which offers a range of flexible benefits and a supportive work culture.