2 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Hours
14 hours per week, across two days. One of the working days must be either Tuesday or Wednesday, on site at our Head Office in Skipton. Initial training is on site at our Head Office for the first 3 months.

Salary
£27,900 Pro Rata

Closing Date
Wed, 16 Jul 2025

We have a great opportunity available for someone to join our Customer Outcomes Journey Team as a Customer Outcome Journey Specialist. The role covers journey across savings, including complaints and bereavement, ensuring we deliver good customer outcomes. The focus is on customer outcomes, contributing to the control environment as part of the first line of defence within our ‘3 lines of defence’ model for managing Regulatory, Conduct Risk, and operational quality.

Who Are We?
Not just another building society. Not just another job.
We're the fourth biggest building society in the UK and are a mutual organisation owned by our members. Our colleagues say Skipton's a great place to work, and you could be one of them, bringing new ideas to keep customers at the heart of what we do.

Whatever your background and goals, we'll help you take the next step towards a better future. The team you will join is the Customer Outcomes – Vulnerable Customers, Consumer Duty and Savings Journey Team, comprising 8 colleagues, including 6 Customer Outcome Regulation Specialists and 2 Customer Outcome Journey Specialists.

Customers are at the forefront of everything we do. We work closely with bereavement, complaints, Branch, and Money Direct teams to ensure we deliver good customer outcomes.

What’s In It For You?
Skipton values work/life balance and supports hybrid and flexible working. Our newly refurbished head office offers a vibrant, collaborative workspace. Benefits include:

• Annual discretionary bonus scheme
• 25 days annual leave + bank holidays + entitlement to buy/sell additional days
• Matching employer pension contribution (up to 10%)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric cars
• Training and development opportunities
• Private medical insurance
• 3 paid volunteering days per year
• Diverse colleague networks including Carers and Pride Alliance
• Health and wellbeing benefits, including cycle to work and gym discounts

What Will You Be Doing?
Develop and maintain strong relationships, working with leaders to improve customer outcomes. Challenge processes for effectiveness, produce and analyze monthly MI and identify trends. Work cross-functionally to understand customer journey performance and address issues.

What Do We Need From You?
We seek an empathetic, enthusiastic, and detail-oriented individual who understands what great customer outcomes look like. You should be able to make decisions independently, ask questions, challenge constructively, communicate effectively, organize and prioritize tasks, and have knowledge of Money and Homes processes, FCA requirements, conduct risk, and consumer duty regulations. Training and development are provided, with opportunities to pursue regulatory qualifications.

Seniority level

• Not Applicable

Employment type

• Part-time

Job function

• Quality Assurance