Customer Support Lead

**Customer Support Lead**

**Reports to**: Head of Operations

**Location**: Hybrid - Newmarket (2-days on-site, 2-days WFH)

**Hours**: 32hours across a 4-day week (no salary sacrifice)

**Salary**: £30,000 - £40,000

**Who we are and what is important to us**:
2 years ago Wonde launched its Evouchers platform, to date we have distributed 5.8 million vouchers to families, individuals and communities who need them most. Our voucher solution can be used for food, clothes, energy, white goods and more. We’re proud to be making a difference and will continue to proactively partner with public sector organisations to support meaningful initiatives.

Our journey in supporting people has only just begun and as we continue with our mission we’re looking for talented individuals who will nurture the same passion and commitment as our colleagues in making a difference.

**Job snapshot**:
As Customer Support Lead, you will be responsible for mentoring a close-knit team of Customer Support Specialists. You’ll champion new ways of working and lead by example. You’ll work closely with senior management to establish the right processes and tools to ensure we deliver the best quality for our customers.

**What you’ll be doing**:

- Establish and implement methods that support best-in-class customer service
- Create and champion an elite culture, investing in our people
- Develop and adopt best practices to drive team performance
- Set individual and team goals to enhance performance and advance employee job satisfaction
- Build and strengthen relationships by providing top-class customer service with a professional and credible approach
- Understand stakeholder's needs and provide the support that results in their success with Evouchers
- Support stakeholders and colleagues in a range of administrative duties
- Actively contribute to the development and continuous improvement of processes and how things get done
- Provide advice and guidance to colleagues within Wonde to support wider business objectives in areas of expertise
- Maintain and develop the internal database
- Collaborate with wider teams to support the success of customer experience and delivery

**Requirements**:
**What we’re hoping you’ll bring**:

- Previous experience in a management role with a proven track record in creating and supporting a diverse team and environment
- A people-focused mentality with a discrete and confidential manner
- Ability to build relationships and establish credibility with internal and external stakeholders
- The ability to provide feedback effectively and in a tactful manner
- Ability to coach and influence a team through new ways of working
- Natural in identifying and approaching new ideas
- Ability to prioritise workflow and ensure deadlines are met
- Ability and desire to learn in an ever-changing environment
- Strong 'can do’ mentality
- Excellent communication skills, both written and oral with a high degree of attention to detail

**Benefits**

**What you’ll get**:
Wonde is much more than just a place to work. It is a place to grow, innovate, excel and learn. We have tech people, creative people, and people people, all focused on providing a superior customer experience.

We value, support, and champion those we work with - promoting personal growth and happiness. We get that our success is dependent on the collective energy, intelligence, and contributions of all our team members and we are committed to ensuring our work environment is the best it can be.

We value your commitment and have worked hard to create adaptable and comprehensive benefits packages to suit individual needs, although you can expect the below as standard:

- 4-day working week
- Flexible working schedule/work-from-home opportunities
- Onsite gym and well-being (quiet room) facilities
- Buying and selling holiday scheme (unlimited)
- Additional holiday for length of service
- Annual allowance for volunteering days
- Monthly lunch club (on us)
- Comprehensive wellness programmes (think meditation retreats and continuous access to well-being apps/initiatives)
- Enhanced maternity, paternity, and adoption benefits
- Electric car scheme
- Cycle to Work Scheme
- Eye examination scheme
- Financial contribution to the set up of work-from-home environments
- Use of new and leading technology in the form of apple products
- Frequent company-funded social events
- Office closure between Christmas & New Year
- Access to continuous learning and development opportunities
- Comprehensive employee referral scheme
- Casual Dress Code

In addition to the above, you’ll have access to our ‘take your pick’ benefits scheme which is tailored specifically to you