In association with

Service Optimisation Manager, North Yorkshire

Skipton Principle Office, The Bailey
Skipton, North Yorkshire, BD23 1AP
United Kingdom

Hours of Work: 35 hours per week, Monday to Friday 9am to 5pm

Salary: £35,000 per annum, negotiable depending on experience

Job Introduction

This is an exciting time to join our Distribution Planning & Strategy team in our contact centre, Skipton Direct. Having reached one million members, the role of Service Optimisation Manager is key to delivering the service levels our members expect of us and ensuring they have a seamless journey each time they interact with us.

You will lead a team of 6 ‘schedule and real-time’ analysts, with a view to drive high performance and influence key stakeholders such as team leaders and senior managers. You will support your team in the effective management of schedules and optimisation of service across Distribution, ensuring they adapt to changing circumstances to minimise impact on the service we deliver.

With a keen eye for detail and an interest in innovating, you will also recommend and deliver changes in order to improve; these could be directly within your team to simplify processes or more widely in Distribution. You will also regularly interact with Planning experts or industry peers to understand how to become more efficient in what we do. 

No two days are the same in this role; from data analysis through to driving changes and leadership, you will experience variety each day. 

The key competencies for the role are below:

  • People management/coaching
  • Stakeholder management
  • Communications
  • Analysing data
  • Problem solving
  • Driving changes

Who we're looking for

As well as having an analytical mind, we are looking for an enthusiastic and dynamic individual who has strong leadership skills in order to develop a forward-thinking and adaptable team. We do provide full training on our workforce management system, but knowledge of workflow and task management would help you excel in this role. 

Leading by example, you will enjoy working to deadlines, evaluating data, developing colleagues and have a real desire to improve the Society’s service delivery for the benefit of our members.

About Skipton Building Society

At Skipton Building Society we are not just another Financial Services Institution we are a mutual organisation, which means we are owned by our members and believe in placing them at the heart of everything we do. The same goes for our people. We can only be successful as a business if we have great people and we believe in treating people as individuals. Our values are Trust, Ownership and One Team which reflect the attitudes and way of working everyone here displays on a daily basis, and which are key to the delivery of the outstanding level of personal service we offer our customers.

We’re committed to creating a diverse and inclusive workplace where every colleague has an opportunity to fulfil their career potential. We respect and appreciate the value that our colleagues’ unique differences can bring and offer consideration for anyone seeking a more flexible work-life balance. If you have a need for flexibility then please let us know.

Package Description

In return for all your hard work and commitment, you will get the support and recognition you deserve. You can expect a structured training and development programme tailored to your needs. You will also be eligible for the following:

  • Competitive Employer pension contribution
  • Private medical insurance
  • Company paid life assurance scheme
  • Company paid Group Income Protection scheme 
  • 25 days holiday (plus bank holidays and the opportunity to participate in the annual Holiday Trading Scheme to buy/sell extra days)
  • Annual discretionary bonus scheme
  • Volunteering days
  • Colleague discounts at a range of UK wide retailers, including holidays, restaurants, fashion, days out and more. Accessible via an online platform and mobile app.
  • Discounts/cashback on selected products and services
  • Employee Assistance Programme
  • Diverse culture

Skipton are an equal opportunities employer and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age

To apply click here



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