Customer Service Manager X2 in Manchester

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, while 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 never stop learning. Most importantly, we are on this journey together.

As a Customer Service Manager within Personal Banking, you will lead our 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 driving continuous improvements across our customer service operations.

This is an opportunity to lead with purpose, support a high performing team and help shape a customer experience built on trust, ethics and doing the right thing.

Other Responsibilities Include:

• Leadership and Development: Lead a customer service team, providing outstanding levels of support across various channels. Develop and motivate colleagues through effective one to one meetings, coaching sessions and performance feedback. Create an environment where people can thrive, grow and perform at their best.
• 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 and ensure the right outcomes for customers every time.
• 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 customer 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

We are looking for leaders who:

• Put customer satisfaction at the centre of every decision.
• Support and develop colleagues to be their best.
• Drive continuous improvement and business development.
• Lead with integrity, accountability and empathy.
• Believe in delivering the right outcomes for customers every time.

If you are passionate about people, service excellence and ethical banking, we would love to hear from you.

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

• Must have front line or back office banking experience.
• Has experience leading customer service teams within the financial services industry.
• Is interested in how technology can improve people's lives.
• Enjoys working in a start up 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. However, our general structure is:

• A 30 minute meet and greet with our Talent Acquisition Specialist via Google Hangouts.
• A 30 minute 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.

Benefits

At our cutting edge fintech company, we know that attracting and retaining the best talent means offering outstanding benefits that help our employees thrive both inside and outside of work.

• Generous Holiday Allowance: 25 days annual leave, 8 bank holidays, 1 Kroo Bank Holiday on 24 June, and 1 day off during the week of your birthday.
• Personal Days: We know life can be unpredictable, so we offer 3 personal days to use whenever needed.
• Employer Sponsored Volunteer Programme: We are passionate about giving back to our community and support our employees with up to 4 hours per month of employer sponsored volunteer time.
• Mental Health Support: We care about the wellbeing of our team members and offer access to Spill, our mental health support partner.
• Workplace Pension: We offer a workplace pension with a 5% employee contribution and a 3% employer contribution.
• Top Quality Equipment: We provide all the equipment needed for successful hybrid working, including a MacBook laptop. We also contribute towards your home office setup where required.
• Modern Office: When you are in the office, you will enjoy access to our modern and collaborative workspace in Manchester.
• Cycle to Work Scheme: We encourage sustainable travel through our Cycle to Work scheme.
• Electric Car Scheme: Our Electric Car scheme helps employees reduce their carbon footprint while enjoying the benefits of electric vehicle ownership.
• Enhanced Parental Leave: We offer an enhanced parental leave policy to support employees as they start and grow their families.
• Room for Growth: As a fast growing fintech, we are committed to helping our employees develop, progress and achieve their career ambitions.
• Private Healthcare: You and your immediate family will receive comprehensive healthcare coverage through Vitality.

Hybrid Working

At Kroo Bank, we have a hybrid working policy that gives individuals and teams flexibility in how they use office space to collaborate and boost productivity. Our Manchester office is a valuable resource when used effectively. We currently operate a blended model of working, with colleagues typically spending 1 to 2 days per week in the office. Candidates who can travel into Manchester occasionally are the best fit for our current ways of working. Please note that you will work shifts across 5 days per week and 37.5 hours per week. Shift patterns will be provided well in advance and typically fall between 6:00am and 10:00pm. Please note that regular commuting expenses to your designated office will not be reimbursed.

Diversity and Inclusion

We are fully committed to fostering a diverse and inclusive workplace where every employee is valued, respected and supported without judgement or prejudice. Diversity, Equality and Inclusion are fundamental principles that guide everything we do as a bank. We also ensure that reasonable adjustments are available to all candidates throughout the recruitment process.

To All Recruitment Agencies

At Kroo Bank, agency resumes are strictly prohibited. Please do not submit agency resumes or forward them to our job advertisements or employees. Kroo Bank will not accept responsibility for any fees related to unsolicited resumes. To ensure a fair and efficient recruitment process, all candidates are asked to apply directly through the advertised platform. Please refrain from contacting the company or its employees by email, LinkedIn or any other communication channels regarding applications or updates. Any attempts to contact us through these channels will not receive a response.