Customer Service Manager

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 the Customer Service Manager, you will lead our 24/7 customer service team, ensuring that every customer receives exceptional support across live chat, email, phone, and social media channels. This role requires a dynamic leader who can inspire, develop, and motivate a high-performing team, while also driving continuous improvements in our customer service operations.

Other responsibilities include:

• Leadership and Development: Lead a 24/7 customer service team, providing outstanding levels of support across various channels. Develop and motivate the team through effective one-on-one meetings, coaching sessions, and performance feedback.
• Service Excellence: Ensure all customer queries and complaints are managed efficiently and effectively, adhering to principles of fairness and transparency. Maintain exceptionally high service standards across all communication platforms.
• Continuous Improvement: Proactively identify trends in customer feedback, including frustrations and expectations, and propose changes to processes, tools, or products to enhance service delivery. Implement strategies to improve the overall customer journey and satisfaction.
• Feedback and Collaboration: Act as a liaison between customers and the product team, prioritising and escalating feedback and feature requests to help shape product development in line with customer needs.
• Team Support and Mentoring: Support and mentor other members of the Operations team, serving as a point of contact for guidance and advice. Foster a culture of learning and development, assisting with the onboarding and training of new team members.

Requirements:

While not essential, the following experience is highly desirable in our ideal candidate for this position:

• Must have front-line or back-office banking experience.
• Has experience in leading customer service teams within 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.

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:

• A 30-minute meet and greet with our Talent Acquisition Specialist via Google Hangouts.
• A 30-minute technical interview with the Hiring Manager via Google Hangouts.
• A 45-minute interview with the Head of Customer Operations via Google Hangouts.

Please let us know if you have any specific requirements or need assistance so we can be as accommodating as possible for you.

Benefits:

At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently 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 know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central London.
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel.
• You get full healthcare for you and your nuclear family via Vitality.
• Hybrid Working: At Kroo Bank, we have a hybrid policy that gives both individuals and teams a lot of freedom when it comes to using the office space to boost productivity. Our London office is a great resource when used effectively. So, employees who can occasionally come to the office are a good fit for how we work right now. Currently, we see a blended model of working 1-2 days a week in the office, so candidates that are able to travel in occasionally are the best fit for our current working practices.

Please note: you'll be working shifts across 5 days and 37.5 hours per week. The shifts will be provided well in advance, but typically range between 6am - 10pm. Please note that regular commuting expenses to your designated office will not be reimbursed.

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.