Meet your Digital Customer Service team

They're customer-centric, talented and describe themselves as a little bit nuts! Meet your Digital Customer Service team. They're the ones that answer your queries on Web Chat and social media. They know loads about our savings and mortgages and, surprise surprise, they're a little bit social too.

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146,000 interactions

This year the team have already had contact with around 146,000 customers over Web Chat and secure message

19 Team Members

The team has 16 customer advisers, 1 team leader, 1 change consultant and 1 department head

Quick response

They don't like to keep you waiting and aim to respond to 80% of web chats in 20 seconds

Team Interview

We spoke to Beth and Matthew in the team to find out what a typical day looks like.

What does the team do?

We help with savings and mortgage queries through Web Chat, as well as answering questions through Twitter, Facebook and Instagram.

What’s the best thing about your roles?

We love how different we are from other roles in the Society, helping customers (obviously!), and the fact we’re a sociable team.

What’s the hardest part of the job?

The training keeps us busy! It’s important that we know about our different products, services, and legal elements. Maintaining a quick response time and keeping calm in busy periods can be a challenge!

What are your most common queries?

We deal with a lot of Lifetime ISA, mobile app and online queries.

How does the service work over Web Chat?

We can upload things like application forms and tell you what position you’re in in the queue. We're open from 8am to 8pm Monday to Thursday, 8am to 5.30pm on Friday and 9am to noon on Saturday (just like the phone lines). You can do a surprising amount over Web Chat and can even carry on using the website at the same time!

Get social with us

Our Digital Customer Service team are active on Facebook, Twitter and Web Chat - so come and chat to us.

What to know more?

Our People

We love to share the things we’re up to, from our environmental and community work to the awards we’ve won.

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Why choose Skipton

A rich history, a focus on mutuality and one million customers are just some of the reasons people choose Skipton.

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Contact Us

We’re not just on Web Chat. Reach us on the phone, in branch or even video chat with us. We're here to help.

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