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Financial Services Team Lead

1 month ago

London, Greater London, United Kingdom Yonder Global Group Full time

We're Yonder Global Group, and we're building the financial membership of the future. Starting with a credit card that has fun and experiences at its core, we're revolutionising the finance industry.

Whilst tech is changing the way we think about credit, our current approach is stuck in the stone ages. We want to create a world where financial services are fair and conscious, and the stress of debt is eliminated for everyone.

Our Senior Member Support Manager, Rachel is looking for a people and customer-focused team leader to help lead and develop our support associates as we scale. This role will be responsible for overseeing the day-to-day operations on our live chat platform (Intercom) for their team, ensuring that they're delivering outstanding service.

Responsibilities:
  • Team Leadership: Lead, coach, and motivate the associates within your team by providing frequent QA coaching, targets, and training/refresher sessions making sure they're continuously set up for success.
  • Skill Development: Have frequent 1-1's to keep track of their own personal development goals.
  • Problem-Solving: Dig into edge-case queries to reach an outcome for our members with the knowledge you've gained as a point of escalation for your team and others within support to help reach a solution.
  • Documentation: Keep on top of our processes and guides on Notion and take ownership to make amendments or create new documentation where necessary.
  • Customer Service: Offer world-class support to our members in a timely manner whilst using your expert product knowledge and your personal touch to build great rapport.

The ideal candidate will have experience managing a small successful customer service team and be passionate about people's development, mentoring, and coaching. Financial services experience in a fast-paced company is also a plus, especially if it's within the debit or credit card space.

As a member of our team, you'll be working in a dynamic environment where technology is constantly evolving. You'll need to be comfortable working in a place that moves quickly and can maintain working calmly during busy peaks in the month on chat.

What We Offer:
  • Salary: £45,000 - £50,000 annual salary depending on experience.
  • Holidays: 35 holidays (27 days annual leave + 8 days public leave).
  • Team-Building: Regular team-building trips and activities.
  • Parental Leave: 16 weeks enhanced parental leave for all parents after being with Yonder Global Group for 1 year.
  • Cycle-to-Work Scheme: Cycle-to-work scheme.
  • Learning Allowance: £750/year learning allowance that you can use on books, courses, etc.