At Yorkshire Building Society, we’re committed to putting our members at the heart of everything we do. Customer treatment including Consumer Duty, vulnerable customers and remediation is central to delivering good outcomes and building trust.
We’re looking for a Customer Treatment Lead to drive the delivery and embedding of our approach across the organisation. This is a hands-on, delivery-focused role where you’ll combine expertise, coordination and insight to ensure we meet regulatory expectations and consistently do the right thing for our customers.
About the role
You’ll act as a subject matter expert, making sure issues don’t just get identified but are progressed to resolution, with improvements embedded to deliver better customer outcomes.
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Lead the delivery of Customer Treatment activity, embedding Consumer Duty, vulnerable customer treatment and remediation
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Ensure actions are progressed through to completion, delivering measurable improvements in customer outcomes
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Provide clear, practical guidance to support consistent application of Customer Treatment frameworks
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Use MI, customer insight and assurance findings to identify risks, issues and areas of potential harm
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Own and progress remediation activity, ensuring fair and timely outcomes for customers
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Translate insight and root cause analysis into clear, actionable improvements
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Embed improvements in customer journeys to prevent reoccurrence of issues
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Drive pace and accountability across stakeholders, providing appropriate challenge
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Escalate risks and concerns to support effective governance and decision-making
About you
We’re more interested in your mindset, approach and delivery experience than ticking every box. You’ll be able to demonstrate how you’ve driven activity, delivered outcomes and improved customer treatment in practice.
You’ll bring
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Strong understanding of Consumer Duty and customer treatment in practice
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Experience leading or coordinating remediation activity through to completion
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Ability to analyse customer data and identify risks, issues and potential harm
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Experience translating root cause analysis into clear actions and improvements
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Strong organisational skills, with the ability to manage multiple workstreams
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Confidence to challenge, drive progress and escalate where needed
And ideally
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Experience working with vulnerable customer frameworks
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Exposure to conduct risk or assurance activity
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Experience embedding change or driving improvement across customer journeys
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People leadership experience
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.
About our Benefits
We offer lots of fantastic rewards that you can make the most of in and out of work, including:
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Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
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Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
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Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
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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.
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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.
