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Customer Service Team Lead

4 weeks ago

London, Greater London, United Kingdom Chip Full time
Job Description

At Chip, we're building a wealth app that makes planning for the future effortless. As a Customer Service Team Lead, you'll play a crucial role in ensuring our customers receive exceptional support, enabling them to achieve their long-term financial goals.

Main Responsibilities:

  • Team Management: Lead a team of customer support agents, providing guidance and support to ensure they meet customer service targets and KPIs.
  • Customer Support: Collaborate with customers to resolve complex issues, providing solutions-driven approaches and empathetic support.
  • Operational Excellence: Oversee the monitoring of customer service metrics, identifying areas for improvement and implementing process enhancements to optimize performance.
  • Performance Management: Conduct regular 1-2-1 meetings, set personal OKRs, and drive performance management to ensure team members reach their full potential.

Requirements:

  • Leadership Experience: Proven track record of leading teams, with experience in remote team management and shift environments.
  • Data-Driven Decision Making: Strong analytical skills to interpret data, identify trends, and drive insights to inform business decisions.
  • Customer-Centric Approach: Ability to understand customer needs, provide solutions-driven support, and enhance the customer experience.
  • Regulatory Knowledge: Familiarity with regulatory standards, including FCA, GDPR, KYC/AML, and ability to ensure compliance.

What We Offer:

  • Competitive Salary: £34,000 - £37,000 per annum.
  • Discretionary Share Option Bonus.
  • Workplace Pension Scheme.
  • Private Medical Insurance.
  • Employee Assistance Programme.
  • Cycle to Work Scheme.
  • Season Ticket Loan.
  • Free ChipX Subscription.
  • Flexible Working Arrangements.
  • Unlimited Holiday Policy.
  • Annual £1500 Personal Learning Allowance.
  • £30 per Month Chip Fitness Benefit.
  • Company Laptop.
  • Opportunity to Have a Huge Impact on Our Product.

Our Interview Process:

  1. Video Screen with Someone from Our Talent Team.
  2. Video Interview with the Hiring Manager.
  3. Final Interview with the Head of Customer Success.