🛠 Tech Stack

💼 About This Role

You'll lead a team of customer service agents in a hybrid work environment, resolving escalated enquiries and driving performance. Your work will directly impact customer satisfaction and help shape product improvements. This role offers clear career progression within a growing fintech bank.

🎯 What You'll Do

• Manage real-time resources to meet KPIs and service levels.
• Coach team members through 1:1s and performance feedback.
• Use data to identify issues and drive continuous improvement.
• Collaborate with product team to voice customer and agent needs.

📋 Requirements

• Experience leading a team in a customer-focused operational environment.
• Ability to have difficult conversations and manage performance.
• Analytical skills to use data to understand and improve performance.
• Strong organizational skills to manage multiple priorities.

✨ Nice to Have

• Experience in fintech or digital bank.
• Experience working in a regulated financial services environment.
• Proficiency with Salesforce reports or dashboards.

🎁 Benefits & Perks

• 📅 Flexible hybrid working (2 days/week in London office).
• 📈 Career progression opportunities within growing bank.
• 🏆 Award-winning workplace culture (top 3 UK's Most Loved Workplaces).
• 🏖️ Time off in lieu for weekend and bank holiday work.

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Panel interview· 60 min