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Customer Operations Team Leader - London, United Kingdom - Moneybox

Moneybox

Verified Company

London, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Operations Team Leaders provide the structure and support to keep our Customer Operations team running smoothly and helping us to provide exceptional service while fulfilling our brand promise.

They provide line management and professional guidance to a small group of Executives in their team, alongside ownership of workflow management and escalation across the whole team at specified times.

As a Team Leader, you will act as a coach and manager to the Customer Operations Executives in your team.

You'll do this informally day to day, in weekly 1-1s and by conducting performance reviews and coaching sessions focusing on improving their skills, overall performance and productivity, and long-term career goals.

You will be 'on duty' at different periods across the week with the support of other Team Leaders.

While on duty, you'll be responsible for managing the workload for the day, any escalations, and anything else that may come up on that day.

You will work closely with other Team Leaders across Customer Operations and more widely in order to ensure that resources are fairly distributed for the best customer outcome.

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 Head of Customer Operations, Managers, and other Team Leaders to provide structure and guidance to develop and maintain a high-performing team.

What you'll do:

Reporting to the Head of Customer Operations and working closely with Managers and other Team Leaders with supporting the team daily, this role will be responsible for, but not limited to, the following:

Team management:

Holding weekly 11s with team members to discuss their progression and development, utilising performance metrics and data alongside more conversational and informal feedback
Monitor customer interactions with team members via Intercom and phone calls in order to generate reports for the Compliance team and feedback to the team on any issues
Run coaching sessions with your team on best practices and customer service

Duty management:

Conduct daily morning huddles
Focus on queue management and delegate tasks across the team appropriately as Duty Coordinator
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
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 also feeding back to the team any upcoming changes that may impact them.

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 customerfacing 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: