Customer Operations Team Leader

London, England, United Kingdom

12/9/2024

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: You will lead and guide a group of 4-10 Customer Operations Executives, fostering their professional development through regular one-to-ones, performance reviews, and coaching sessions. Your focus will be on enhancing their skills, performance, and productivity, while helping them achieve their long-term career aspirations.
• Workflow Management and Escalation Handling: You will share "on-duty" responsibilities with other Team Leaders on a rotating basis. During your shifts, you'll oversee the daily workload, share reporting data for your area, show high expertise in core tasks, manage escalations, make plans to keep the team within SLAs, and address any arising issues. Collaboration with other Team Leaders within and outside Customer Operations is crucial to ensure fair resource distribution and great customer outcomes.
• Staying Informed and Aligned: To effectively lead your team, you'll need to stay updated on company-wide changes, roadmaps, and progress toward targets and goals within relevant mission teams. You'll work closely with the Head of Customer Operations, Managers, and fellow Team Leaders to advocate for your team, support with process improvements, and represent the customer. Upholding consumer duty and making sure our processes are efficient and risk free is crucial.
• Team management:
• Holding weekly 1-1s with team members to discuss their progression and development, utilising performance metrics and data alongside more conversational and informal feedback
• Conduct quality assurance on your team’s work on a regular basis, providing feedback and ensuring processes are reviewed where any risks are spotted
• Run coaching sessions with your team on best practices and customer service
• Facilitate with the training and hiring of new team members
• Duty management:
• Conduct daily morning huddles
• Focus on queue management and delegate tasks across the team appropriately as Duty Coordinator
• Report on SLA adherence, making plans to ensure we are within expected response timeframes
• Maintain motivation and professionalism throughout the day and being a strong role model for the team
• Act as the initial point of escalation for complaints, bugs, and difficult queries
• Continue to interact with current and potential customers to ensure knowledge is kept high and a great standard is set for the team
• Expert knowledge:
• Understand where any niche issues and complaints should be escalated to and own the issue
• Identify issues from common customer queries, notice when things don't look right and make plans for improvements.
• Provide assistance across all areas of Customer Operations when needed (training, content, Intercom, etc.)
• Improvements & wider business:
• Proactively look for ways to improve current processes and help to create or improve best practice guides
• Utilise data, customer, and team feedback to support improvement initiatives
• Work to continue to promote our brand promise of helping our customers, by suggesting initiatives that would benefit their Moneybox experience
• You’ll work closely with a Moneybox ‘Mission’ ensuring you feed into that team how their work may affect the Customer Operations Team, and a
  
  

Our Customer Commitment

• Here at Moneybox, we're here to help our customers turn their money into something greater. That could be helping them to save for what matters, invest for their future or buy their first home.
• Whatever their reason for joining us, we guarantee a service that’s simple and reliable, that supports them in achieving their goals, and celebrates with them along the way.
• That’s why our commitment to customers is a priority and our customer-facing teams are dedicated to supporting each and every one of them throughout their Moneybox journey.
  
  

We RAISE the bar with our service....

Relationship

• We put customers first. We provide swift resolutions and always try to keep conversations with the same person. We celebrate our customers' wins and aim to provide an excellent standard of service.
  
  

Advocacy

• We listen to our customer’s and advocate for them at each step of their journey. We have established systems to share customer feedback, and likewise, act on their behalf during testing of new features.
  
  

Integrity

• We work honestly, fairly and with our customer's best interests in mind. Where possible, we provide extra support to those that may need it, especially in cases of accessibility or vulnerability.
  
  

Simplicity

• We are clear and simple. No complicated jargon, just straightforward conversations to make sure you fully understand our products and services.
  
  

Expert App Knowledge

• We provide the information to help customers achieve their goals. We encourage team learning and development to 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 towards achieving their full potential.
• Strategic & Organized: Able to balance big-picture thinking with effective day-to-day workflow management, always keeping the best interests of both customers and the team in mind.
• Effective Communicator: Articulate and persuasive, with the ability to advocate for ideas clearly and professionally.
• Receptive to Feedback: Values constructive criticism and views it as an opportunity for continuous learning and improvement.
• Customer-Focused: A confident and approachable individual who can communicate with customers while delivering exceptional service.
• Diversity Champion: Committed to fostering an inclusive and transparent team environment where everyone is valued and empowered.
• Analytical & Data-driven: you love to use data to support your point of view and solve problems
• Ambitious & Driven: Seeking a long-term career opportunity within a dynamic and rapidly growing company.
  
  

What’s in it for you?

• Opportunity to join a fast-growing, award-winning and super ambitious startup
• Work with a friendly team of highly motivated individuals
• Be in an environment where you are listened to and can actually have an 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 + bank holidays
  
  

Visa Sponsorship

At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.

Working Policy

We have a hybrid policy that includes 2 days from our London office and 3 from home. Candidates wishing to work on a fully-remote basis must be based within the UK.

Please read before you apply!

By sending us your application you acknowledge and agree to Moneybox using your personal data as described below.

We collect applicants’ personal data to manage our recruitment related activities. Consequently, we may use your personal data to evaluate your application, to select and shortlist applicants, to set up and conduct interviews and tests, to evaluate and assess the results, and as is otherwise needed in the recruitment process generally.

We do not share your personal data with unauthorised third parties. However, we may, if necessary, share your personal data to carefully selected third parties acting on our behalf. This may include transfers to servers and databases outside the country where you provided us with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America.

Please note if offered a position, the offer is conditional and subject to the receipt of satisfactory pre-employment checks which we will conduct such as criminal record and adverse credit history checks. As a regulated financial business, an adverse financial history could impact your suitability for the role. If you are aware of anything that could affect your suitability for the role, please let us know in advance.

If you are unsuccessful in your application, we may keep your details on file so that we can tell you about other suitable vacancies which may be of interest to you when they arise in the future. If you would rather we did not keep your details on file, you can contact us at email: DPO@moneyboxapp.com

Your application will be subject to criminal record and adverse credit history checks (such as CCJs, IVAs and bankruptcy). As a regulated financial business, an adverse financial history could impact your suitability for the role. If you are aware of anything that could affect your suitability for the role, please let us know.