Skipton Building Society
Customer Relations Team Leader
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Hours: 35 hours per week, Monday to Friday, with a minimum of 3 days per week to be worked in Head Office
Salary: £39,300 Per Annum
Closing Date: Fri, 14 Aug 2026
Complaints are where we get the chance to put things right, learn fast and make the experience better for our members. As Complaints Team Leader, you’ll lead a team that resolves issues fairly, spots themes and helps turn insight into practical change.
We’re looking for a people leader from a regulated environment, ideally within financial services who can bring structure, curiosity and pace. You don’t need direct complaints experience, but you’ll understand regulated customer environments and know how to lead others to deliver fair outcomes, high standards and continuous improvement. You’ll have the opportunity to help shape how complaints insight drives improvements across both our Homes and Money businesses.
At Skipton, we're founded on fairness. We exist to do right by our members - and we believe that starts with doing right by our people. So whoever you are and whatever you bring, there's a place for you here and a genuine plan for where you go next.
What You’ll Do
We’re here to make our members’ money work harder. But it takes more than one kind of role to make that happen. Across our Money team, you’ll find people supporting savings, investments and financial advice, alongside the teams behind the scenes who keep things moving, spot what could work better, and help turn good ideas into practical change.
Your key responsibilities will include:
- Lead the team to resolve complaints fairly, accurately and on time, keeping good member outcomes at the centre.
- Use root cause analysis to identify themes, reduce repeat complaints and recommend practical improvements.
- Make sure the team works within relevant FCA requirements, including Consumer Duty and Vulnerable Customer guidance.
- Coach, develop and resource the team so service levels, quality standards and colleague growth stay on track.
- Build strong relationships across Homes and Money, sharing insight and influencing better ways of working.
- Prepare accurate and timely mortgage complaints return data, supporting governance, audit and FOS-related activity.
- Support the Senior Manager with the people plan, complaints roadmap and appropriate compensation decisions.
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What You’ll Need
- Proven people leadership experience in a regulated financial services or customer-facing environment
- Experience supporting complaints, complex customer issues or teams that deliver fair customer outcomes
- A good understanding of regulatory standards, risk and quality expectations, including Consumer Duty and vulnerable customer considerations
- The ability to coach, motivate and develop colleagues, manage performance, and plan resources effectively
- Strong communication and influencing skills, with the confidence to work with senior stakeholders constructively
- A curious, improvement-focused approach, using insight and data to drive change and improve member outcomes
- Clear judgement and prioritisation skills, with the ability to make sound decisions in a busy environment
What’s In It For You
Your work matters.
And the way we reward you matters, too.
At Skipton, we offer pay and benefits that really do make life better, together with a genuine thank you for making a difference.
- Annual discretionary bonus scheme
- 25 days standard annual leave + bank holidays + rising 1 day per year of service to a max of 30 days
- Matching employer pension contribution (up to 10% per annum)
- Colleague Mortgages and access to Skipton products and services at discounted rates
- Flexible working to help balance your commitments
- Private medical insurance, health and wellbeing app, volunteering opportunities, cycle-to-work scheme, discounted gym memberships
- Lifestyle perks such as a Home and Tech voucher, which can be used at John Lewis, Currys, and IKEA
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About Skipton.
Our story began in 1853 in Skipton, North Yorkshire. Today, you’ll find us across England and Scotland, from Aberdeen to Plymouth.
We help over a million members put down roots, save for what matters, and feel good about their money. As a mutual, they own us, so everything we do is for them. You'll feel that same fairness and purpose in how all 2,500 of our colleagues work together, too
It all means that life at Skipton is more exciting than you imagine.
What it's like to work here
Life at Skipton
We talk and we listen to each other. And we make decisions as a team. That way, you get all the support you need to do work that works for everyone.
At Skipton we value work life balance and are proud to support hybrid and flexible working. This opportunity is for 35 hours per week, Monday to Friday and you’ll spend a minimum of 3 days a week collaborating with colleagues at our Head Office in Skipton.
We also value what everyone brings to Skipton. And we create a fair place where you can be yourself. Our colleague networks play a big role in this. They connect people with similar life experiences and make our workplace warm, friendly, inclusive and welcoming.
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