Customer Success Team Leader

About Allica Bank

Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech.

Established businesses are a vital part of our communities, yet they continue to be underserved by high street banks. Allica was built specifically to meet the unique needs of these businesses. Allica’s Business Rewards Account is a rewarding business bank account, designed especially for established SMEs and offering market-leading rates, no monthly fees and access to a dedicated relationship manager. Our business current account is live with mobile and web apps, enabling card payments and a full range of electronic payments. The account offers market-leading pricing, cashback on card spend and a competitive rate of interest on instant access savings- ensuring business owners receive a great return on their hard-earned cash.

This role plays a key part in ensuring that as many established SMEs as possible can benefit from opening an Allica current account. The Customer Success team supports new-to-bank customers originated via our digital and marketing channels and through an assisted onboarding journey. The team identify opportunities and engage customers via telephone and email to convert qualified leads into open and funded business current accounts. The ultimate goal is to deliver live, actively used accounts for new Allica customers within our established SME target segment (actively trading, £50k+ cash balances).

As Customer Success Team Lead, your primary responsibility is to line manage a team of approximately five Customer Success Executives, ensuring they are successful in converting new qualified leads into open and funded accounts. You will guide the team to have great conversations with customers to explore existing banking pain points and to support these customers in switching to Allica. You will be accountable for team inputs and performance across the full end-to-end onboarding journey, while ensuring customers receive a consistently excellent onboarding experience with Allica Bank. You will work collaboratively across Allica — including relationship management, product, marketing and operations — to ensure prospective customers receive exemplary customer service and a strong first impression of the bank.

The Customer Success Team Lead must be highly confident and capable in remote sales to SMEs via telephone, and be a strong people and stakeholder manager with a clear focus on customer outcomes, performance delivery and value creation.

Principal Accountabilities

• Working closely with the Sales Managers of Customer Success, The Customer Success Team Leader will provide line management, capacity planning, pipeline management, coaching and development to support a team of Customer Success Executives. This includes regular performance reviews, development meetings and interventions where required.
• Through close collaboration with our Customer Due Diligence, operations leaders and product teams, the Customer Success Team Leader will work to support reducing friction and improving the experience in the customer onboarding journey.
• Able to clearly communicate Allica’s value proposition to decision makers in our customers.
• Understanding our onboarding process and requirements and supporting customers and prospects through this process to open current accounts and deliver a great customer experience.
• Often being the first Allica representative that SMEs speak to, so always being professional, courteous and friendly, and always exhibiting our values of Straightforward, Integrity, Collaborative and Delivery.
• Proactively learning our products and criteria over time, so that you can identify opportunities, becoming ever more efficient and effective at engaging and qualifying prospects through to onboarding.
• Gaining feedback from customers and prospects on potential future features they need and want from their bank and bank account and feeding these into the Product teams.
• Working with our Growth, Marketing and Data teams to feedback your learnings from customer interactions, helping us to drive ever better customer outcomes, targeting, segmentation and messaging.
• Delivering the business plan for your role, and actively managing your objectives and personal development plan as well as that of your team.
• Making your colleagues proud that you represent Allica, by ensuring excellent service for our SME customers, prospects and advisors.
• Working closely and collaboratively with all areas of Allica to ensure a seamless and professional service is always provided.
• Complying with all mandatory policies, and adherence to operational procedures to maintain internal controls.

Personal Attributes & Experience

• You will have managed and led a team either in person or remotely, to successfully achieve KPIs relating to customer and colleague experience.
• You should have a general understanding of SME financial products (e.g. payments, lending, accounting, CRM), and ideally specific expertise in business current accounts.
• You will have a proven track record in telephone-based lead generation with established SMEs (typically 5-250 employee firms), including business development from cold prospects.
• You will have excellent interpersonal and communication skills, together with evidence of outperformance in similar roles through earning customer and colleague trust.
• You will demonstrate the ability to work collaboratively with specialist colleagues such as Relationship Managers, Operations, KYCB and underwriters, to deliver a positive outcome for our customers.
• You’ll have a proven track record of exceeding targets, providing excellent customer service generating new income opportunities and always considering risk and reputation.
• You’ll demonstrate an ability to understand SME financial accounts and associated information.

Working at Allica Bank

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers. Our employees are at the heart of everything we do, so our benefits are designed with you in mind:

• Full onboarding support and continued development opportunities
• Options for flexible working
• Regular social activities
• Pension contributions
• Discretionary bonus scheme
• Private health cover
• Life assurance
• Family friendly policies including enhanced Maternity & Paternity leave

Don’t tick every box? Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you!

Flexible working

We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.

Diversity

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.