Yorkshire Building Society
Complaints Business Partner
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At Yorkshire Building Society, every complaint is an opportunity to learn. Sometimes it's a one-off issue. Other times, it highlights a process that isn't working as well as it should or an emerging risk that needs attention. As a Complaints Business Partner, you'll help us understand the difference. This is an opportunity to turn complaints insight into meaningful change. You'll work with colleagues across the Society to identify trends, understand root causes and influence improvements that deliver better outcomes for our members. If you're naturally curious, enjoy solving problems and can turn insight into action, we'd love to hear from you.
About the role
As a Complaints Business Partner, you'll use complaints and customer feedback data to identify opportunities for improvement and support the Society's commitment to delivering good customer outcomes. You'll work closely with stakeholders across the business, helping them understand what's driving complaints, addressing emerging risks and implementing actions that make a real difference to our members' experience.
What you'll be doing
- Identifying trends, root causes and emerging risks from complaints and customer feedback.
- Using insight to improve customer journeys and reduce avoidable complaints.
- Working with stakeholders across the business to drive improvements and deliver agreed actions.
- Combining complaints data with wider sources of customer, quality and operational insight.
- Producing clear, evidence-based reporting, recommendations and business updates.
- Supporting the Society's commitment to Consumer Duty and delivering good customer outcomes.
About you
We're looking for someone who wants more than a role where they simply report what's happening. We want someone who is passionate about understanding why things happen and motivated to drive positive change. You may have gained your experience in complaints, customer outcomes, conduct risk, operational risk, quality, assurance or a similar environment within financial services. What's most important is your ability to analyse information, influence others and improve outcomes.
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You'll be able to demonstrate:
- Strong analytical skills and the ability to identify meaningful insights from data.
- A curious mindset and a desire to understand the story behind the numbers.
- The ability to translate insight into practical actions and improvements.
- Confidence in constructively challenging and influencing stakeholders.
- A strong understanding of customer outcomes and the importance of doing the right thing for our members.
- Excellent communication and relationship-building skills.
- A proactive approach, taking ownership and seeing actions through to completion.
- You'll also have a good understanding of complaints handling regulations, Consumer Duty requirements and considerations for vulnerable customers.
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.
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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 we’re 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.
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