At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and drive impactful improvements.
- Company: Join ClearScore, the UK's top credit score app with a global presence.
- Benefits: Enjoy flexible work, 25 holidays, health cover, and continuous learning opportunities.
- Other info: Embrace a hybrid work model that fosters collaboration and innovation.
- Why this job: Make a real difference in user advocacy and collaborate across innovative teams.
- Qualifications: Experience in customer operations and strong leadership skills are essential.
The predicted salary is between 63000 - 77000 £ per year.
We have an exciting opportunity for a senior leader to join our Customer Operations team. Reporting into the Head of Customer Operations, you will lead our Escalations Team, own our outsourced contact centre relationship, and play a pivotal role in advocating for our users across the business.
This is a high-impact role at the intersection of operations, product and user experience. You will work closely with teams across ClearScore — including Product, Engineering, Compliance and Legal — to drive improvements that matter to our users at scale.
What you will be doing:
- Leading and developing a team of senior Individual Contributors within the Escalations function
- Owning the relationship with our outsourced contact centre, driving performance and continuous improvement
- Acting as a senior voice for ClearScore users, identifying patterns and systemic issues and working cross-functionally to resolve them
- Collaborating with Product, Engineering and other teams to deliver improvements to the user experience
- Monitoring escalation trends and using data to inform strategic decisions
- Contributing to the broader Customer Operations strategy and leadership team
Skills we'd love you to have
- Experience leading customer operations or escalations teams within a fast-paced, regulated environment, ideally in fintech or a similar digital-first industry
- Proven experience managing and developing relationships with outsourced partners and BPO providers, driving performance, accountability and continuous improvement
- Strong people leadership skills, with experience coaching senior team members and confidently managing performance through both support and constructive feedback
- Strong cross-functional influencing skills and a track record of driving product or process improvements
- Data-driven mindset with strong analytical skills
- Excellent written and verbal communication skills
- A genuine passion for customer experience and user advocacy
- Experience with CRM tools such as Zendesk is a plus
Why ClearScore?
ClearScore is the UK's #1 credit score and report app. We are also present in South Africa, Australia and Canada, with more than 20 million users globally and growing fast. Someone joins ClearScore every 20 seconds. We have established relationships with over 50 of the main lenders in the U.K., and have been a trusted tool for customers to manage their credit and make better financial decisions.
Since October 2016 we have helped 1.8 million users take out a new credit card or loan. We are user-centric at our core and we believe in leveraging technology to enable positive financial choices. We are design-led and data-driven and we embed these behaviours in everything we do.
Our company culture is a fundamental part of all we have achieved. We believe in hiring smart, driven, passionate and diverse people who are keen on having a real impact in our organisation. We trust you to manage your own time so we offer flexible work and no fixed desk hours. We don't micromanage and we believe in measuring outcomes rather than effort. We have an inclusive culture where all, regardless of seniority, are encouraged to contribute with their ideas, look after their wellbeing and actively seek opportunities for career growth.
- 25 paid holidays and a “duvet day” on your birthday
- Private health and dental cover - including mental health support through Bupa
- GP office visits
- Up to 6% matched pension
- Regular Lunch and Learns with guest speakers
- Dog-friendly office
- Daily breakfast and free snacks
- Access to discounts via Cobens Extras
- Free sports and social clubs
- Continued investment into learning and development
- Leadership-led training
- In-house psychotherapist
- Financial coach to help you plan and achieve your goals
- No clock-watching culture
- Generous maternity and paternity plans
- Culture and inclusion representatives
- Transparent pay structure and a career growth plan
ClearScore is committed to providing equal employment opportunities to all qualified individuals. As an equal opportunity employer, we are able to make reasonable adjustments to accommodate individuals with disabilities during the recruitment and selection process. If you require accommodation, please inform us in advance, and we will work with you to meet your needs.
Our Hybrid Model
We embrace adynamic hybrid work environment that balances flexibility with collaborative in-person experiences. Our approach is designed to foster innovation, team connection, and individual productivity.
- Level 6 and above: Minimum 3 days per week in-office
We believe this structure offers the best of both worlds - the flexibility of remote work and the synergy of face-to-face collaboration. Our office days are carefully coordinated to maximise team interactions and learning/ mentorship opportunities.
What This Means for You:
- Flexibility to manage your work and life
- Dedicated in-office days for team building and collaborative projects
- Office facilities (with plants!) designed for productive interactions
- Clear expectations and support for maintaining our hybrid schedule
We’re committed to creating an inclusive environment that accommodates diverse needs while maintaining our collaborative culture. Join us in shaping the future of work!
Note: While we offer flexibility, commitment to our hybrid schedule is an important aspect of our team culture and performance expectations.
Inclusion Policy
We are always looking for talented individuals to join ClearScore. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our people. Please see our People Policy Notice athttps://www.clearscore.com/people-notice .
Senior Customer Support Manager employer: ClearScore Technology Ltd.
ClearScore is an exceptional employer that prioritises a user-centric culture and values the contributions of every team member. With a commitment to flexible working, generous benefits including private health cover and a focus on employee growth through continuous learning opportunities, ClearScore fosters an inclusive environment where innovation thrives. Located in the heart of the UK fintech scene, this role offers the chance to make a significant impact while enjoying a supportive and dynamic workplace.
Contact Details:
ClearScore Technology Ltd. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Support Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ClearScore Technology Ltd.. 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 ClearScore Technology Ltd. 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 Senior Customer Support Manager
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 ClearScore Technology Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at ClearScore Technology Ltd. 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 ClearScore Technology Ltd.!
How to prepare for a job interview at ClearScore Technology Ltd.
✨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.
