customer service representative

delivery manager

business intelligence analyst

collection agent

analyst

Leeds-Building-Society

Leeds Building Society isn't a bad place to work but it struggles with colleague progression. I have seen many good quality workers leave due to no movement and poor management, as it often values longevity over quality. Many of the management positions are held by long-term colleagues, and spaces do not become available unless they retire, or new jobs are opened (which is rare). The majority of managers at Leeds (that I have dealt with) have a lack of people skills, and instead push on stats - this is often because they only got the roles due to experience at the time of application and want to 'look good' to senior management. Experience can be a strength, but you need variety of strengths in leadership to create success. They pre-plan our bonus ratings before you even have your meeting, and many colleagues feel pushed out of departments because there is lack of flexibility in colleague requests. New managers often want to bring new ideas and changes, but they tend to be shut out by the majority and fall into the same rhythm of the existing managers. The CEO shows a strong desire for change, but it falls short by the management on lower levels. To say Leeds is meant to be a colleague focused organisation, it fails to retain colleagues and often has a high turnover in contact centre departments. Leeds should focus on ensuring problems and disputes are listened to and acted upon, not just swept under the rug by HR.

I have had good and bad experiences working for this company I guess that's similar to most organisations.

The organisation has lots of long standing employees some of whom drive a if your face fits culture. This is unfortunate as it will put off new talent joining and staying in the business. The CEO has a really good vision and appetite for change this appears to get lost in translation further down the change of command. Old fashioned management styles and a rule by fear culture is used by head of function level downwards which is a very outdated approach when dealing with people.

The companies handling of the ongoing covid 19 pandemic has highlighted that the welfare of its branch colleagues is not a priority and keeping branches open at all costs is more important to the society's image and media campaigns.  Once again this will drive good people to leave the organisation. I'm sure senior management will put it down to "good and bad losses" 

The company was once a place I was proud to say I worked for but in all honesty I'm pleased I have moved on and left it behind. 

My experience in the Contact Centre was disappointing. There’s little room for progression and clear favouritism among staff. You're under constant pressure to hit strict call time targets while still expected to deliver “5-star” service on every call. The outdated systems are unreliable, and constant updates only make things worse — leaving frontline staff to deal with frustrated customers without proper tools or answers.

Training is inconsistent, and communication between departments is chaotic, often delaying resolutions for weeks. You're blamed for complaints even when you've followed procedure and done your best. The sickness policy makes you feel like a burden for being ill, and support for long-term health conditions is severely lacking, despite the company claiming to be inclusive.

The only benefit was the option to work from home, which helped manage the stress slightly. Overall, I wouldn't recommend this role if you're looking for fair treatment or real support.

A typical day at work here is draining and demoralising. Rather than lead by example, the management team is unprofessional, visibly biased, and completely disconnected from the realities employees face daily. They play favorites, ignore real issues, and foster a culture of exclusion.

There is no genuine effort toward inclusion or fairness—some employees are consistently given opportunities and recognition, while others are overlooked without reason. Concerns raised are dismissed or, worse, used against those who speak up. The culture is divisive and toxic, with backdoor politics thriving more than collaboration or teamwork.

If you’re looking for a workplace that values professionalism, respect, or basic human decency, look elsewhere. This is not a healthy or sustainable environment for anyone who cares about equity, growth, or mutual respect.

When I worked at Leeds Building Society a typical day was never the same as the previous one. There was some things that were the same but the queries that I had to work with were always different each day. I learned how to use new software's and how it really is in the work place with other people. The management at Leeds Building Society was very helpful and patient. They were also very generous as it was summer they got everyone ice creams and drinks. They also organised nights out for the work colleagues. The co-workers were also very generous and helpful in training me up. They helped to show how things are done. The hardest part of the job was deciding which unnamed post went to who. The most enjoyable part of the job was meeting new people and making new friends and working closely with them.

Salary seemed fair at first but once you become competent in your job expectations and job load become higher but there is no increment in your pay. Managers get paid a huge amount but what that actually do is not that much have very much "do as I say and not as I do attitude" good scope for progression but only if you are full time and willing to travel. Lack of consistency between branches regarding processes which can be confusing. "No targets" is the main topic within LBS but this is clearly not the case, targets are now known as outcomes but are still pressured to get these along with additional pressure regarding mystery shops. Never congratulate for a job well done but quick to bite for any mistakes. No consistency, the lovely colleagues are the only motivation in this job.

The people you work with are super friendly and welcoming, it does have a family like environment in the contact centre who are always approachable and helpful. Everyone call is something different and you always learn something new on the job

There no career opportunities, besides eventually becoming a specialist the career progression is lacking and not many real job opportunities unless you are based in head office. The systems and processes are outdated and poor, lot of processes feel like they are made up on the spot. The work is not too demanding though and whilst it can be busy from time to time you not always on the phone and there other opportunities you can do offline.

Management is okay but in general it hit and miss. 

I work as a Customer services advisor on the counter/enquiry desk of the local branch, typically dealing with day to day transactions for customers.
The enquiry desk work can be very varied, from dealing with customer queries to registering the death of a customer.
I have a good working relationship with my fellow employees and we gel together well as a team.
The role of customer services has recently changed to be more sales focused, requiring out-bound telephone calls to customers to be made, an aspect of the job that I do not enjoy.
 I really enjoy the face to face contact with customers and all aspect of banking administration 

Culture is fantastic, senior management are great, senior leadership are brilliant. The job is interesting and most days you are dealing with something different. The company are accommodating, and do what they can (within reason) to help colleagues. The pay for a customer service assistant is poor for the amount you have to know, and learn, and the skills required for questioning correctly - however, this is across the board not just for LBS. Plenty of opportunities if you're willing to travel and put the effort in! However, you have to be lucky to get an opportunity to progress in your own branch.

LBS are a good company and the CEO is wanting constant improvement. However there's too many members of staff including management who can make your time at Leeds very challenging. The reviews are right about face fits and all that... they have lost amazing talent and struggle to retain staff. Your technically sold a false promise as your told there's support and you can take your time but now they're trying to make it into a contact centre, and many people haven't signed up to this. So overall they will lose further members of staff, it's a good place meaning they pay well and look after you via the benefits but overall an unnecessary challenging place to work. When it could be so good! Just think about it 

Top Job Titles	Average salary
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