Support Phone Team Leader

London, England, United Kingdom

12/23/2024

The Support Phone Team Leader will provide line management, professional guidance and support to a small group of phone executives in the team along with a focus on the daily management of tasks. You will be the line manager for your team and your main responsibilities will be the daily tasks, your team’s well-being and individual goals, and working with the wider team on improvements that can be made in processes and customer interactions.

As a Team Leader, you will act as a coach and conduct performance reviews along with weekly 1-1’s with Support Team Phone Executives, focusing on improving their skills and overall performance. You will have the necessary knowledge to answer and triage all queries in the general queue of queries.

You will also be able to step in and help out wherever needed and act as a duty coordinator on a daily basis with the support of other Team Leaders. You will work closely with all other Team Leaders across teams in order to ensure that resources are fairly distributed for the best customer outcome that day.

Additionally, the Team Leader role will require you to be in the loop with all company changes, roadmaps and the delivery of targets and goals in the relevant mission teams. Further to this, you will work closely with the Support Team Lead, Managers and other Team Leaders to provide structure and guidance to develop and maintain a high-performing team.

What You'll Do

• Working closely with the Lead, Managers and other Team Leaders with supporting the team daily, this role will be responsible for but not limited to the following:
• Team management:
• Organise weekly 1-1’s with team members to discuss their progression and development according to current performance metrics
• Monitor customer interactions with team members via Intercom and phone calls and generate reports for the Compliance team
• Run coaching sessions with your team on best practices and customer service
• Working closely with the Lead, Managers and other Team Leaders with supporting the team daily, this role will be responsible for but not limited to the following:
• Daily management:
• Conduct daily morning huddles
• Focus on queue management and delegate tasks across the team appropriately as Duty Coordinator
• Maintain professionalism “on the floor” and encourage team members to be focused and motivated
• Act as the initial point of escalation and follow up on this accordingly
• Continue to interact with current and potential customers through Intercom to address any queries they have
• Expert knowledge:
• Understand where any niche issues and complaints should be escalated to and own the issue
• Identify issues from common customer queries and notice when things don't look right and make plans for improvements.
• Provide assistance across all areas of Support when needed (training, content, intercom, calls etc.)
• Improvements:
• Assist the team lead in the development and implementation of progression frameworks for the Support Team
• Proactively look for ways to improve current processes and help to create or improve best practice guides
  
  

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.
  
  

Working days

• Five days per week, including weekend days in a rotational system.
• Shifts are 9 am – 5:30 pm. Additional overtime hours are also available.
• This role can be fully remote within the UK or hybrid (2 days in the London office per week)
  
  

Who You Are

• You’re a natural people person, eager to lead a team and support them in reaching their full potential
• You work to encourage and promote diversity within the team and provide an open and transparent environment
• You’re an enthusiastic, positive and proactive leader and you come at every challenge with an open-mind
• You’re a sharp organiser with the ability to see the big picture while managing the day to day workflow who can balance this while looking out for the best interests of the customer and team
• You’re communicative and able to argue for your ideas appropriately and professionally
• You value constructive feedback and is able to see it as a chance for improvement to better your skills
• You’re a confident and friendly individual who has experience as a leader, able to clearly explain to customers what is needed of them, whilst providing a great Moneybox service
• You’re a mature, ambitious individual who’s looking to build their career at an exciting very fast-growing company
  
  

Experience And Skills

• Great written and verbal communication skills
• Strong analytical and problem-solving skills
• Ability to understand complex processes and able to explain them clearly to customers and team members
• Meticulous attention to detail
• Great time management skills
• Relevant experience in a similar role
• Internal hires: Ideally, you will have passed your probationary period however if you have previous experience in a supervisor role or management role, we still welcome your application.
• External hires: Minimum 1+ years of experience in a similar role