Customer Service Team Leader

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Job Description

Hello there.

We started our journey back in 2005, building the first-ever peer-to-peer lending company. Fast forward to 2020, and we launched our bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre—we’ve built a business that empowers everyone to aim high, every day, to move finance forward.

We’re incredibly proud of our achievements, and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning; we’ve also been named in the top three UK’s Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently, and are driven to make an outsized impact, you’ll thrive here, so join us and make it count.

The Role:

We are looking for a highly motivated, people-driven Customer Service Team Leader to support the growth of our Current Account product and other key initiatives. You will be customer-centric, possess strong communication and leadership skills whilst showing an agile style to work and the ability to think on your feet.

As a Customer Service Team Leader, you will be responsible for the management, organisation, and coordination of the day-to-day work of a team of agents to deliver the highest standards of service to our customers. Because customers are so central to our business, we have a strong track record of progressing high-performing operations agents within the business—either to operations career paths or to other functions—so it is imperative that you are passionate about people and their development to support individuals in reaching their personal career aspirations.

With the growth of our product range, particularly our current account offering, this role will be heavily focused on supporting the team to deliver results against some key business objectives.

You will ensure you have adequate oversight of team performance and act on any insight that can help improve how we do things with a continuous improvement mindset. You’ll work closely with our current account product team to ensure we’re building a great product and acting as a voice for customers and your team, whilst ensuring product-led initiatives land well within your team.

You will work 5 days out of 7, totalling 37.5 hours per week. The working pattern will consist of 7.5-hour shifts between 8 am and 8 pm, Monday to Friday, and you will work one weekend a month, 9 am – 5:30 pm.

This is a hybrid role. The team works in the office on Tuesdays and Thursdays.

A day in the life:

• Real-time management of department resources to ensure internal compliance and quality KPIs are met.
• Close collaboration with our WFM and planning team to appropriately respond to service level variations to match staff to demand and maximise service availability.
• Ensure that customer and stakeholder enquiries are dealt with to company standards.
• Create a collaborative and customer-centric culture through your team in line with company values.
• Monitor and drive individual and team performance through structured 1:1s, feedback cycles, coaching methods, and clear performance goal setting.
• Prepare updates for your line manager on performance against KPIs and action plans where necessary.
• Review and utilise data to make informed decisions and drive continuous improvement in your department.
• Liaise closely with product teams, providing feedback and delivering updates to your team about new features and updates.

About you:

• You have operational experience in a customer-focused environment with team leadership experience.
• You have a working knowledge of the FCA and its guidance to regulated firms.
• You have experience working with a current account product, preferably for a digitally focused bank in a FinTech environment.
• You can display demonstrable workflow management experience.
• You possess outstanding attention to detail, with a strong ethic of personal responsibility.
• You are an excellent problem solver and have an ability to think creatively.
• You have excellent verbal and written communication skills, as well as proficiency in Microsoft Word and Excel.
• You’re able to operate with a strong sense of urgency to deliver results.
• You display a strong awareness of risk and the importance of controls and escalation.
• You show terrific prioritisation skills to manage high process volume in parallel with projects.

We value flexible ways of working, face-to-face collaboration, and a good work-life balance. This hybrid role requires you to come to our office 2 days a week. You'll also have the option of working from abroad for up to 120 days a year. But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.

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