Head of Customer Service

5 days ago

London, Greater London, United Kingdom Michael Page (UK) Full time
  • An immediate start opportunity for a Head of Customer Service
  • to join an exciting start up within the Financial Space in Hammersmith

About Our Client

A start up in the Fintech investments space.

Job Description

Key Responsibilities:

  • Lead, mentor, and manage the internal and external customer service team ensuring they are well-equipped to handle enquiries, troubleshoot issues, and deliver excellent customer service.
  • Develop and implement the strategic vision for the customer service function, aligning with the company's business goals and customer experience objectives.
  • Establish and monitor customer satisfaction metrics, such as CSAT, NPS, and FCR (First Contact Resolution), ensuring the company meets or exceeds industry benchmarks for customer support.
  • Oversee day-to-day customer service operations, ensuring efficient and effective handling of customer inquiries, technical issues, and complaints.
  • Implement and manage customer service workflows, ensuring that all customer interactions are resolved in a timely, accurate, and professional manner.
  • Act as an escalation point for complex or sensitive customer issues, ensuring they are resolved in a manner that upholds the company's reputation and satisfies the customer.
  • Perform customer onboarding KYC and AML reviews and escalations.
  • Work closely with the product and compliance teams to ensure that customer service representatives are well-informed about new product updates, security measures, or policy changes.
  • Ensure the team adheres to all relevant regulatory requirements, including financial regulations, and security protocols when handling customer interactions.

The Successful Applicant

The successful candidate should have:

  • Experience scaling customer service operations in a high-growth, digital-first organisation.
  • Familiarity with customer journey mapping and designing customer experience strategies.
  • Ability to build strong relationships with cross-functional teams, including product development, engineering, and marketing.
  • Experience managing both transaction monitoring and first line customer service teams.

What's on Offer

This role offers a fantastic opportunity to join a fast growth start up at an incredibly exciting time, a competitive salary package, and an opportunity to take your career to the next level.

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