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- Tasks: Lead a team to deliver top-notch customer service and support product growth.
- Company: Join ivee, a pioneering bank focused on empowering people in finance since 2005.
- Benefits: Enjoy hybrid work, flexible hours, and the option to work abroad for up to 120 days a year.
- Why this job: Be part of a top-rated workplace that values creativity and personal development.
- Qualifications: Experience in customer service leadership and knowledge of FCA regulations required.
- Other info: This role offers a chance to make a real impact in a supportive environment.
The predicted salary is between 28000 - 42000 £ per year.
1 day ago Be among the first 25 applicantsivee is exclusively for people returning to work after a career break in the UKPlease do not apply if you are outside the UK.Have you taken a career break and are looking to return to work? Are you struggling to find flexible jobs that fit around your family life/caregiving?At ivee, we\’re on a mission to help every person return to meaningful, flexible work after a career break. Our community provides upskilling, mentoring, and access to job opportunities with vetted flexible employers, so that you don\’t have to settle for less.Press apply to express your interest in ivee and apply for one of our client roles on our platform:Job DescriptionHello there.We started our journey back in 2005, building the first-ever peer-to-peer lending company. Fast forward to 2020, and we launched our bank. A bank that listens to what our customers don\’t like about finance and does the opposite. We\’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre—we\’ve built a business that empowers everyone to aim high, every day, to move finance forward.We\’re incredibly proud of our achievements, and none of it would be possible without the amazing team here. It\’s not just industry awards we\’re winning; we\’ve also been named in the top three UK\’s Most Loved Workplaces.If you embrace unconventional challenges, are unafraid to think differently, and are driven to make an outsized impact, you\’ll thrive here, so join us and make it count.The Role:We are looking for a highly motivated, people-driven Customer Service Team Leader to support the growth of our Current Account product and other key initiatives. You will be customer-centric, possess strong communication and leadership skills whilst showing an agile style to work and the ability to think on your feet.As a Customer Service Team Leader, you will be responsible for the management, organisation, and coordination of the day-to-day work of a team of agents to deliver the highest standards of service to our customers. Because customers are so central to our business, we have a strong track record of progressing high-performing operations agents within the business—either to operations career paths or to other functions—so it is imperative that you are passionate about people and their development to support individuals in reaching their personal career aspirations.With the growth of our product range, particularly our current account offering, this role will be heavily focused on supporting the team to deliver results against some key business objectives.You will ensure you have adequate oversight of team performance and act on any insight that can help improve how we do things with a continuous improvement mindset. You\’ll work closely with our current account product team to ensure we\’re building a great product and acting as a voice for customers and your team, whilst ensuring product-led initiatives land well within your team.You will work 5 days out of 7, totalling 37.5 hours per week. The working pattern will consist of 7.5-hour shifts between 8 am and 8 pm, Monday to Friday, and you will work one weekend a month, 9 am – 5:30 pm.This is a hybrid role. The team works in the office on Tuesdays and Thursdays.A day in the life:Real-time management of department resources to ensure internal compliance and quality KPIs are met.Close collaboration with our WFM and planning team to appropriately respond to service level variations to match staff to demand and maximise service availability.Ensure that customer and stakeholder enquiries are dealt with to company standards.Create a collaborative and customer-centric culture through your team in line with company values.Monitor and drive individual and team performance through structured 1:1s, feedback cycles, coaching methods, and clear performance goal setting.Prepare updates for your line manager on performance against KPIs and action plans where necessary.Review and utilise data to make informed decisions and drive continuous improvement in your department.Liaise closely with product teams, providing feedback and delivering updates to your team about new features and updates.About you:You have operational experience in a customer-focused environment with team leadership experience.You have a working knowledge of the FCA and its guidance to regulated firms.You have experience working with a current account product, preferably for a digitally focused bank in a FinTech environment.You can display demonstrable workflow management experience.You possess outstanding attention to detail, with a strong ethic of personal responsibility.You are an excellent problem solver and have an ability to think creatively.You have excellent verbal and written communication skills, as well as proficiency in Microsoft Word and Excel.You\’re able to operate with a strong sense of urgency to deliver results.You display a strong awareness of risk and the importance of controls and escalation.You show terrific prioritisation skills to manage high process volume in parallel with projects.We value flexible ways of working, face-to-face collaboration, and a good work-life balance. This hybrid role requires you to come to our office 2 days a week. You\’ll also have the option of working from abroad for up to 120 days a year. But no matter where you are, we\’ll make sure you\’ve got everything you need to thrive, both in your work and home life, from day one.Please press apply to access the full job description and apply for this role.Seniority level Seniority level AssociateEmployment type Employment type Full-timeJob function Job function Customer ServiceIndustries Consumer ServicesReferrals increase your chances of interviewing at ivee | The return-to-work platform by 2xGet notified about new Customer Service Team Lead jobs in Greater London, England, United Kingdom .London, England, United Kingdom 3 weeks agoLondon, England, United Kingdom 3 weeks agoLondon, England, United Kingdom 1 week agoGreater London, England, United Kingdom 2 weeks agoGreater London, England, United Kingdom 1 week agoTikTok LIVE – Global Customer Service Operations Manager London, England, United Kingdom 18 hours agoLondon, England, United Kingdom 3 weeks agoLondon, England, United Kingdom 6 days agoLondon, England, United Kingdom 1 week agoHarrow, England, United Kingdom 5 days agoHead of Customer Services, ICIS (Hybrid) London, England, United Kingdom 1 month agoLondon, England, United Kingdom 1 month agoLondon, England, United Kingdom 1 day agoLondon, England, United Kingdom 2 weeks agoBarnet, England, United Kingdom 2 weeks agoLondon, England, United Kingdom 2 weeks agoLondon, England, United Kingdom 1 hour agoCustomer Support Team Lead, Germany | London-based London, England, United Kingdom 6 days agoCustomer Service Manager – Hospitality Airport Lounge Hounslow, England, United Kingdom 4 days agoPart Time Extended Representative, Premium Guest Services – United Kingdom LHR London, England, United Kingdom 5 days agoLondon, England, United Kingdom 1 week agoLondon, England, United Kingdom 2 weeks agoHarrow, England, United Kingdom 3 days agoLondon, England, United Kingdom 1 week agoLondon, England, United Kingdom 2 weeks agoLondon, England, United Kingdom 1 day agoTower Hamlets, England, United Kingdom 5 days agoLondon, England, United Kingdom 2 hours agoLondon, England, United Kingdom 1 week agoLondon, England, United Kingdom 1 month agoLondon, England, United Kingdom 1 week agoLondon, England, United Kingdom 3 weeks agoLondon, England, United Kingdom 2 months agoWe\’re unlocking community knowledge in a new way. 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Customer Service Team Leader employer: ivee | The return-to-work platform
Contact Detail:
ivee | The return-to-work platform Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Familiarise yourself with the company's values and mission. Since they focus on redefining finance and putting customers first, think about how your own experiences align with this ethos and be ready to discuss it during interviews.
✨Tip Number 2
Highlight your leadership skills by preparing examples of how you've successfully managed teams in customer service settings. Be specific about the challenges you faced and how you overcame them to improve team performance.
✨Tip Number 3
Showcase your understanding of current account products and the FinTech landscape. Research recent trends and challenges in the industry so you can speak knowledgeably about how you would contribute to their growth.
✨Tip Number 4
Prepare to discuss your approach to continuous improvement. Think of specific instances where you've implemented changes that enhanced customer service or operational efficiency, as this aligns with their focus on data-driven decision-making.
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your ability to manage a team and improve customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for helping others and your understanding of the company's mission. Mention your career break and how your experiences during that time have prepared you for this role.
Showcase Your Skills: Emphasise your communication, problem-solving, and leadership skills in your application. Provide concrete examples of how you've successfully led teams or improved processes in previous roles.
Highlight Flexibility and Adaptability: Since the role requires a hybrid working model, mention your ability to adapt to different working environments and your commitment to maintaining a work-life balance while delivering results.
How to prepare for a job interview at ivee | The return-to-work platform
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for customer service during the interview. Share specific examples of how you've gone above and beyond to help customers in previous roles, as this aligns with the company's focus on a customer-centric culture.
✨Demonstrate Leadership Skills
As a Customer Service Team Leader, you'll need strong leadership abilities. Prepare to discuss your experience in managing teams, including how you motivate and develop team members. Highlight any successful initiatives you've led that improved team performance.
✨Familiarise Yourself with the Company’s Values
Research the company’s mission and values before the interview. Be ready to discuss how your personal values align with theirs, especially their commitment to empowering people and fostering a collaborative environment.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to think on your feet. Practice responding to potential challenges you might face in the role, such as handling difficult customer interactions or managing team performance under pressure.
