At a Glance
- Tasks: Lead and support a dynamic team while enhancing customer interactions and processes.
- Company: Join Moneybox, an award-winning wealth management platform with a mission to empower everyone.
- Benefits: Enjoy competitive pay, private medical insurance, and a personal development allowance.
- Other info: Flexible hybrid working options and a vibrant, inclusive company culture.
- Why this job: Make a real impact in a fast-growing startup that values your ideas and contributions.
- Qualifications: 1+ years in a similar role with strong communication and leadership skills.
The predicted salary is between 29700 - 36300 £ per year.
About Moneybox
At Moneybox, our mission is to give everyone the means to get more out of life. We're guided by our belief that wealth isn't about the money, it's about the means to more - more freedom, opportunities, possibilities, and peace of mind. Moneybox is an award-winning wealth management platform, helping over one and a half million people build wealth throughout their lives, whether they’re saving and investing, buying their first home, or planning for retirement.
The Support Team Leader will provide line management, professional guidance and support to a small group of executives in the team along with a focus on the daily management of tasks. You will be the line manager for your team and your main responsibilities will be the daily tasks, your team’s well-being and individual goals, and working with the wider team on improvements that can be made in processes and customer interactions.
As a Team Leader, you will act as a coach and conduct performance reviews along with weekly 1-1’s with Support Team Executives, focusing on improving their skills and overall performance. You will have the necessary knowledge to answer and triage all queries in the general queue of queries. You will also be able to step in and help out wherever needed and act as a duty coordinator on a daily basis with the support of other Team Leaders. You will work closely with all other Team Leaders across teams in order to ensure that resources are fairly distributed for the best customer outcome that day. Additionally, the Team Leader role will require you to be in the loop with all company changes, roadmaps and the delivery of targets and goals in the relevant mission teams. Further to this, you will work closely with the Support Team Lead, Managers and other Team Leaders to provide structure and guidance to develop and maintain a high-performing team.
What you'll do
- Organise weekly 1-1’s with team members to discuss their progression and development according to current performance metrics
- Monitor customer interactions with team members via Intercom and phone calls and generate reports for the Compliance team
- Run coaching sessions with your team on best practices and customer service
- Conduct daily morning huddles
- Focus on queue management and delegate tasks across the team appropriately as Duty Coordinator
- Maintain professionalism “on the floor” and encourage team members to be focused and motivated
- Act as the initial point of escalation and follow up on this accordingly
- Continue to interact with current and potential customers through Intercom to address any queries they have
- Understand where any niche issues and complaints should be escalated to and own the issue
- Identify issues from common customer queries and notice when things don't look right and make plans for improvements.
- Provide assistance across all areas of Support when needed (training, content, intercom, calls etc.)
- Assist the team lead in the development and implementation of progression frameworks for the Support Team
- Proactively look for ways to improve current processes and help to create or improve best practice guides
Working days
Five days per week, including weekend days in a rotational system. Shifts are 9 am – 5:30 pm. Additional overtime hours are also available. This role can be fully remote within the UK or hybrid (2 days in the London office per week).
Who you are
- You’re a natural people person, eager to lead a team and support them in reaching their full potential
- You work to encourage and promote diversity within the team and provide an open and transparent environment
- You’re an enthusiastic, positive and proactive leader and you come at every challenge with an open-mind
- You’re a sharp organiser with the ability to see the big picture while managing the day to day workflow who can balance this while looking out for the best interests of the customer and team
- You’re communicative and able to argue for your ideas appropriately and professionally
- You value constructive feedback and is able to see it as a chance for improvement to better your skills
- You’re a confident and friendly individual who has experience as a leader, able to clearly explain to customers what is needed of them, whilst providing a great Moneybox service
- You’re a mature, ambitious individual who’s looking to build your career at an exciting very fast-growing company
Experience and skills
- Great written and verbal communication skills
- Strong analytical and problem-solving skills
- Ability to understand complex processes and able to explain them clearly to customers and team members
- Meticulous attention to detail
- Great time management skills
- Relevant experience in a similar role
- Minimum 1+ years of experience in a similar role
What's in it for you
- Opportunity to join a fast growing, award winning and ambitious startup
- A friendly team of highly motivated individuals
- An environment where you are listened to and can have real impact
- Thriving collaborative and inclusive company culture
- Competitive remuneration package
- Opportunity to attend industry conferences and events
- Gympass subscription
- Private medical insurance
- Personal L&D allowance
- 25 days holiday plus bank holidays
Our Commitment to DE&I
At Moneybox, we promote, support and celebrate inclusion, diversity and equity for all, so that everyone can bring their full selves to work. We believe that diversity drives innovation, and that if our team is representative of our community of customers, we can better support their needs.
Working Policy
We have a hybrid policy that includes 2 days from our London office and 3 from home. If the role states it is either hybrid or remote candidates must be based within the UK.
Visa Sponsorship
At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.
Support Team Leader employer: Moneybox
At Moneybox, we pride ourselves on being an excellent employer by fostering a collaborative and inclusive work culture that values diversity and innovation. Our hybrid working model offers the flexibility to balance personal and professional commitments while providing ample opportunities for growth and mentorship within our talented mobile team in Greater London. Join us to take ownership of exciting projects and make a meaningful impact in the fintech space.
StudySmarter Expert Advice🤫
We think this is how you could land Support Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Moneybox. 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 Moneybox 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 Support Team Leader
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 Moneybox:Your cover letter is your chance to shine! Tell us why you want to work at Moneybox 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 Moneybox!
How to prepare for a job interview at Moneybox
✨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.
