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- Tasks: Be the friendly face of Kroo, helping customers with their queries and concerns.
- Company: Join a fintech startup on a mission to revolutionise banking.
- Benefits: Enjoy generous holiday time, mental health support, and a modern workspace.
- Why this job: Make a real difference in customers' lives while growing your skills.
- Qualifications: Customer service experience and a passion for technology are key.
- Other info: Flexible hybrid working and a commitment to diversity and inclusion.
The predicted salary is between 30000 - 42000 £ per year.
Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We are helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet. Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.
As a Customer Support Specialist, you will be the first point of contact for our customers and you will help solve any queries and troubleshoot any problems. Put simply, our Customer Support Specialists are the digital face of Kroo. We believe our people and culture are what makes Kroo different, so we are keen to promote people development within the company. You will also get the chance to broaden your skill-set and experience. We work in cross-functional collaborative teams, so you will work alongside our product teams and developers to improve the customer experience on a day-to-day basis as well as the wider organisation.
Here’s what you will be doing:
- Provide and maintain exceptionally high levels of customer service via live chat, email, phone and social media
- Be the first port of call for customer complaints and concerns to make sure that they are treated fairly
- Show proactiveness and ownership skills to solve customer problems
- Proactively spot patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to serve them better
- Identify customers who might be vulnerable and ensure we support them when needed
- Work closely with our financial crime team to act as the first line of defence to help spot and investigate trends
- Understand, prioritise and escalate customers' feedback and feature requests to the product team
- Support other members in the Operations team by being a point of contact and mentoring new joiners.
We are looking for someone who:
- Has front line or back office banking experience
- Has experience in customer service in the financial services industry
- Is interested in how technology can improve people's lives
- Enjoys the startup environment
- Is customer focused
- Has a high level of organisation
- Has excellent written and verbal communication skills
- Has a high level of empathy and the ability to connect with other people
What we offer:
- Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
- Personal days: We offer 3 personal days to use as needed.
- Employer-sponsored volunteer program: Up to 4 hours per month of employer-sponsored volunteer time.
- Mental health support: Access to Spill, our mental health support partner.
- Workplace pension: A workplace pension with a 5% employee contribution and a 3% employer top-up.
- Top-notch equipment: A MacBook laptop and support in establishing your home office.
- Modern office: Access to our modern workspace in Central Manchester.
- Cycle to Work scheme: Encouragement of sustainable transportation.
- Electric Car scheme: Support for reducing our carbon footprint.
- Enhanced parental leave: An enhanced parental leave policy.
- Room for growth: Opportunities for growth and excellence.
- Full healthcare for you and your nuclear family via Vitality.
About Our Process:
We can be flexible with the structure of our interview process if someone’s circumstances or timescales require it but our general structure is:
- People screen and quiz interview - 45 mins
- Technical interview challenge with the hiring manager - 45 mins
- Head of division interview - 45 mins
Successful candidates after the technical stage will be invited to informally meet the team in person and see our fantastic offices. Please let us know if you have any specific requirements or need assistance so we can be as accommodating as possible for you.
Hybrid Working:
At Kroo Bank, we embrace a hybrid policy that grants individuals and teams a considerable level of autonomy regarding office usage, maximising productivity. Our office in Manchester is a splendid space that serves as a valuable resource when utilised appropriately. Presently, we follow a blended working model, where employees are expected to work in the office for 1-2 days a week. Therefore, candidates who are able to occasionally commute to the office align best with our current work practices. Please bear in mind that this position entails working shifts over 5 days, totalling 37.5 hours per week. The shift schedule will be provided well in advance, typically spanning from 6 am to 10 pm.
Diversity and Inclusion:
We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.
To all Recruitment Agencies:
At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aware that Kroo Bank will not assume any responsibility for fees incurred due to unsolicited resumes. To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.
Customer Support Specialist employer: Kroo Bank Ltd
Contact Detail:
Kroo Bank Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Get to know Kroo's values and mission inside out. When you’re chatting with them, drop in how your personal goals align with their vision of being a trusted and loved bank. It shows you’re not just another candidate; you’re genuinely interested in being part of their journey.
✨Tip Number 2
Practice your customer service skills before the interview. Think about real-life scenarios where you’ve solved problems or helped customers. Be ready to share these stories, as they’ll highlight your experience and show that you can handle the role of a Customer Support Specialist like a pro.
✨Tip Number 3
Don’t underestimate the power of asking questions during your interview. Show your curiosity about how Kroo operates and how you can contribute to improving customer experiences. This not only demonstrates your interest but also gives you insights into the company culture.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re tech-savvy and ready to embrace the digital side of banking, which is exactly what Kroo is all about.
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to get to know the real you, so don’t be afraid to show your enthusiasm for the role and how you align with our values at Kroo.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience in customer service and banking. Show us how your skills can help us achieve our vision of being a trusted and loved bank!
Showcase Your Communication Skills: As a Customer Support Specialist, excellent written communication is key. Use clear and concise language in your application, and don’t forget to proofread for any typos or errors before hitting send!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us without any hiccups. Plus, it shows you’re keen on joining our journey at Kroo!
How to prepare for a job interview at Kroo Bank Ltd
✨Know Your Customer Service Basics
Before the interview, brush up on your customer service skills, especially in the financial services sector. Be ready to discuss how you've handled customer complaints and provided solutions in the past. This will show that you understand the importance of empathy and effective communication.
✨Familiarise Yourself with Kroo's Values
Kroo prides itself on integrity, transparency, and making a positive impact. Research these values and think about how they align with your own experiences. Prepare examples that demonstrate your commitment to these principles, as this will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving skills. Think of specific situations where you identified customer needs or improved processes. Practising these responses will help you articulate your thought process clearly during the interview.
✨Show Enthusiasm for Technology
Since Kroo is a fintech company, express your interest in how technology can enhance customer experiences. Be prepared to discuss any relevant tools or software you've used in previous roles. This will highlight your adaptability and eagerness to contribute to their innovative environment.
