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We have an exciting opportunity for an accomplished Senior Customer Service leader to take charge of our virtual Customer Service team, driving excellence in every interaction. In this pivotal role, you’ll ensure our customers receive outstanding service through innovative digital solutions, while shaping the future of how we connect and engage.

You will lead the future of customer experience. We’re looking for a strategic and visionary leader to head our virtual Customer Service team and drive our digital transformation journey.

In this pivotal role, you will take responsibility for leading and inspiring a team of over 200 colleagues in our virtual customer service teams, ensuring that customers receive exceptional service every time. You will oversee the day-to-day operations, including workforce planning, forecasting and scheduling, to maintain efficiency and deliver outstanding results.

As a strategic leader, you will shape and deliver our virtual channel strategy, driving omnichannel integration and digital transformation. You will play a key role in our transformation journey, inspiring colleagues to embrace new ways of working that meet customer needs through their preferred channels. Fostering a culture of learning and development will be central to your approach, as you support colleagues and customers through evolving interactions.

You will lead ongoing process and system optimisation for future scalability, creating streamlined, end-to-end solutions that integrate seamlessly with channel advancements to enhance the customer experience. Collaboration will be key, as you work with cross-functional stakeholders and leaders across the business, using data-driven insights to improve the customer journey and overall satisfaction.

This is a unique opportunity to make a real impact, leading innovation and transformation at the heart of our customer service strategy.

To be successful in this role we need the successful candidate to have:

• Proven leadership experience in a large-scale contact centre or customer service environment, ideally managing teams of 200+ colleagues.
• Proven ability to lead strategic change in customer interaction models, including redesigning how phone, web chat and video channels are managed and integrated across contact centres, branches and wider teams. Experience in shaping and implementing unified engagement strategies in partnership with transformation programmes, ensuring a consistent and customer-focused approach.
• Expertise in digital transformation and virtual channel strategy, with knowledge of omnichannel integration.
• Previous experience working in the Financial Services industry.

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.

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 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.

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.

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. We work together to reach for better at YBS, so when we reach our goals we’re all rewarded, with up to a 10% annual bonus.

• 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,

If you’re excited about this role and want to be part of the YBS team, click apply now to send us your application.

If you have any questions about this role, please contact Jess Wilkinson - jewilkinson@ybs.co.uk