Customer Operations Team Leaders are the backbone of our Customer Operations team, ensuring everything runs like a well-oiled machine. As a Team Leader, you'll be the go-to person for a group of Executives, providing guidance, support and motivation. You'll also be the master of workflow, juggling tasks and tackling escalations with ease. It's a challenging but rewarding role that's perfect for anyone who loves to lead, problem-solve, and make a real difference in the lives of our customers.
The Customer Operations team plays a vital role in our business. We manage ISA and Lifetime ISA transfers (both in and out of Moneybox) and facilitate payment processing for incoming transfers. We help first-time buyers reach a significant milestone: purchasing their home. Our team supports customers withdrawing from their Lifetime ISA for this purpose, ensuring a smooth and seamless experience.
Our team interacts with external parties, including financial service providers and solicitors, as well as our customers. To excel in this role, you must be skilled at providing exceptional customer and third party service while ensuring our back end processes are efficient and error free.
What you'll do
As a Team Leader, your core responsibilities will include (but are not limited to):
Line Management and Mentorship: leading and guiding a group of Customer Operations Executives, fostering their professional development through regular one to ones, performance reviews and coaching sessions.
Workflow Management and Escalation Handling: sharing on duty responsibilities with other Team Leaders on a rotating basis, overseeing the daily workload, sharing reporting data for your area, managing escalations and keeping the team within SLAs.
Staying Informed and Aligned: keeping up to date on company wide changes, roadmaps and progress toward targets, and working closely with the Head of Customer Operations, Managers and fellow Team Leaders.
Team management
Holding weekly 1-1s with team members to discuss progression and development, using performance metrics alongside conversational feedback
Conducting quality assurance on the team's work regularly, providing feedback and flagging risks
Running coaching sessions on best practice and customer service
Supporting training and hiring of new team members
Duty management
Conducting daily morning huddles
Managing queues and delegating tasks appropriately as Duty Coordinator
Reporting on SLA adherence and planning to stay within expected timeframes
Maintaining motivation and professionalism, acting as a strong role model
Acting as the initial point of escalation for complaints, bugs and difficult queries
Continuing to interact with customers to keep knowledge high and set a strong standard for the team
Expert knowledge
Understanding where niche issues and complaints should be escalated, and owning the issue
Identifying issues from common customer queries and noticing when things don't look right
Providing assistance across all areas of Customer Operations when needed (training, content, Intercom, etc.)
Improvements and wider business
Proactively looking for ways to improve current processes and creating or improving best practice guides
Using data, customer and team feedback to support improvement initiatives
Working closely with a Moneybox Mission team, feeding back how their work affects Customer Operations
Our Customer Commitment
We RAISE the bar with our service.
Relationship: we put customers first, provide swift resolutions and celebrate their wins
Advocacy: we listen to customers and advocate for them at each step of their journey
Integrity: we work honestly, fairly and with the customer's best interests in mind
Simplicity: we are clear and simple, with no complicated jargon
Expert App Knowledge: we ensure our customer facing teams are experts in the app and their fields
Who you are
Experienced Leader: minimum 2 years of management experience with a proven ability to inspire and guide a team
Strategic and Organised: able to balance big picture thinking with effective day to day workflow management
Effective Communicator: articulate and persuasive, able to advocate for ideas clearly and professionally
Receptive to Feedback: values constructive criticism as an opportunity for learning and improvement
Customer Focused: confident and approachable, able to deliver exceptional service
Diversity Champion: committed to an inclusive and transparent team environment
Analytical and Data Driven: uses data to support judgement and solve problems
Ambitious and Driven: seeking a long term career opportunity within a fast growing company
What's in it for you
Opportunity to join a fast growing, award winning and ambitious startup
A friendly team of highly motivated individuals
An environment where you are listened to and can have real impact
Thriving collaborative and inclusive company culture
Competitive remuneration package
Opportunity to attend industry conferences and events
Gympass subscription
Private medical insurance
Personal L&D allowance
25 days holiday plus bank holidays
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