How you’ll help us live our purpose
In order to make an application, simply read through the following job description and make sure to attach relevant documents.We’ve been helping our members save for their future and buy their own home since 1875. Join us and you’ll play a big role in helping us to put home ownership within reach of more people, generation after generation.It’s a purpose that drives everything we do. And you can play your part too join our Customer Operations Leadership team as a Service Delivery Lead in the Cobalt Contact Centre, and we’ll support you to give our members the great service we pride ourselves on, whatever they’re saving for.How you’ll make a differenceYou’ll lead service delivery for Customer Operations teams, ensuring consistent performance, rapid and transparent incident response, and meaningful operational insights that guide smarter decision-making. By collaborating across multi-functional teams, leveraging data effectively, and championing continuous improvement, you’ll enhance service stability, reduce recurring issues, and deliver better outcomes for customers. You’ll also ensure that new and updated services, transition seamlessly with well-managed risks and clear, timely, and aligned communications. What will you bring to the role?Strong visible people leader who role models, cares, connects and coaches to drive performance, change, positive engagement and deliver against challenging objectives.A highly skilled stakeholder and influencer who collaborates effectively across multi-functional operational teams, shaping direction, uniting them around shared performance and customer outcomes, and provides clear guidance to senior leaders.Advanced analytical, commercial and systems-thinking skills, translating complex data, processes, and operational environments into clear insight, strategic recommendations, and measurable improvement.Sound judgment and ability to operate under pressure, able to navigate ambiguity, make decisions at pace, and steer live operations through challenging or fast-moving scenarios.Strong attention to detail, governance awareness, and proactive, transparent communication at all levels.A strategic, customer-centric mindset, focused on transforming service quality, reducing avoidable demand, enhancing operational efficiency, and delivering sustained improvements in customer experience.Background in leading high-volume contact centre operations.Experience operating within regulated environments is highly advantageous.And in return, you’ll get the best from us:An annual colleague bonus of up to 15%Hybrid working with 60% of your time at homeMatched pension contributions of up to 10%30 days holiday, plus bank holidays2 days’ volunteering per yearWe’ll give you a place to belong with the support to learn, develop and shape a meaningful career.Why choose Leeds Building Society?Our business is centred around our people. Our colleagues are at the heart of everything we do and we’re extremely proud of our Inclusive Employers Gold accreditation in 2023. We’re committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.You’ll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises the progress we’re making to embed our purpose with our colleagues, and the actions we’ve taken to put home ownership within reach of more people, generation after generation.Why wait? Apply nowWe’d love to hear from you. But don’t wait around – we may close the advert early and we’d hate for you to miss out.Leeds Building Society is devoted to creating a culture and workplace that is representative of the communities we serve. xwzovoh If you’d like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter as we’d like to find out more about the skills and experience that you could bring to the Society. We’re committed to supporting you to be at your best and if you’d like to discuss any reasonable adjustments, please reach out to us on .#LI-Hybrid…