At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service and streamline operations.
- Company: Join Moneybox, an award-winning wealth management platform on a mission to empower everyone.
- Benefits: Competitive salary, private medical insurance, personal development allowance, and 25 days holiday.
- Other info: Be part of a friendly, inclusive team with opportunities for career growth.
- Why this job: Make a real impact in customers' lives while growing your leadership skills in a dynamic environment.
- Qualifications: 2+ years of management experience and a passion for customer service.
The predicted salary is between 49500 - 60500 £ per year.
hackajob is partnering directly with Moneybox to hire for this role.
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 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
- 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
- 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.
Customer Operations Team Leader in London employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Team Leader in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Team Leader in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
