United Kingdom
EuropeCustomer Operations Team Leader
2 нед. назад
United KingdomEuropeLeadHybrid
workflow managementescalation handlingcustomer service
Lead and support a customer operations team managing ISA transfers and payment processes to ensure smooth customer experiences.
О компании
- About Moneybox At Moneybox, our mission is to give everyone the means to get more out of life. We're guided by our belief that wealth isn't about the money, it's about the means to more - more freedom, opportunities, possibilities, and peace of mind. Moneybox is an award-winning wealth management platform, helping over one and a half million people build wealth throughout their lives, whether they’re saving and investing, buying their first home, or planning for retirement. 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 esc
Обязанности
- 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.
- 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
- 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
- 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.)
- 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
Требования
- 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
Другое
- 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
- 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