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Customer Services Team Leader

4 months ago

Manchester, United Kingdom Thirdfort Limited Full time €25,000

We’re on a mission to protect society from fraud and money laundering. Fraud and regulation are rising, costing the UK economy over £100bn every year; this makes it more difficult for businesses to protect themselves and their clients - individuals like you and me - from fraud and money laundering.
At the time, anti-fraud technology didn’t exist, which meant that completing the anti-fraud checks required in these processes was largely manual. These big life moments should be exciting, but instead are often confusing and scary due to the painful process of completing these paper-based checks and the risk of fraud.
Thirdfort helps businesses to facilitate these anti fraud checks so that individuals know they can transact safely and seamlessly with professionals during these big transactions. Our anti-fraud platform provides a secure way for professionals in regulated sectors like Lawyers, Estate Agents and Accountants to transfer funds and verify sensitive information through app based document checks, facial recognition and open banking.
This is a great opportunity for a capable and hungry individual who wants to build their career in a customer support role. The consumer team are contacted byphone, instant chat and email, so excellent communication skills are essential, as well as not being phased by picking up a large volume of enquires each day. You will be central to continually helping us streamline the customer support process whilst going above and beyond for everyone who interacts with our app. The consumer support team work closely with multiple other teams across the business. As the first point of contact with end users, you will play an integral role in providing feedback to our product team to help build a market leading product.
The client team focus on giving an outstanding level of service to our clients - primarily law firms, but also other organisations, and we are working hard to onboard more Estate Agents and Accountants. This role demands excellent attention to detail, a professional manner on the phone and great written skills as our main channel for inbound enquiries is via email. We don't expect you to have a background in law, but any knowledge or understanding around Anti-Money Laundering and fraud will set you in good stead. This team work closely with Customer Success and Partners to help identify key areas of training for our clients, identify upsell/cross sell opportunities and prevent client churn.
Our vision is to build our Manchester office into our key client excellence hub where we will grow our customer support, customer success and sales functions.Take overall responsibility for your part of customer support and helping customersget the most out of Thirdfort.
Work with the support team to deliver against ambitious targets.
You will have an open and friendly attitude that puts customer service at the heart of everything you do.
Incredible Customer Support Executives are not easy to find, so we are looking for individuals who love helping people and are keen to grow and develop within our team . In return we will offer learning & development, and the opportunity to work on exciting projects across the business; you are focused on a career in customer support and looking for a company that will help you to hone your skills.
~ Be happy to get your hands dirty as the front line of our Thirdfort Support team - in busy periods that is dealing with high volumes of inbound enquiries, and tackling them all with a calm and good humoured approach.
~ You’ll get excited about the prospect of rolling your sleeves up and getting stuck in because you recognise the huge opportunity to grow with our Support team.
~1-2 years Customer Supportexperience is helpful, especially in the start up ortech or legal space. Uncapped Holiday
~ Enhanced Parental Leave
~ Wellness campaigns, including #wellnesswednesdays which provides wellness prompts & tips to the team
~ Private Health care through our provider, AXA
~ Enhanced employer matching pension scheme with salary sacrifice options
~ Access to our Cycle to Work scheme and our Electric Car Scheme

We’ve created our benefits package to reflect Thirdfort’s mission and values. We place a strong focus on Security first given what we do, extending this to our team’s physical, mental and financial security to support them through their big life moments. Our benefits exist to empower our team, ensuring they feel supported and able to work in the way that enables them to do their best work. We’re committed to building an inclusive, equitable and diverse culture where everyone has a chance to make a difference. We’re purposefully building a team of problem-solvers that reflect our values - which is why we hire from all backgrounds.