Customer Support Manager

As Customer Support Manager, you’ll play a crucial role in the oversight and development of our Customer Support team. This is a Level 4 role on the People Manager track, including  the management of up to 6 Team Leaders within the first year, and accountability for the wider team they manage.

• You will lead a team of dedicated Team Leaders and Customer Support Executives who strive to raise the bar for exceptional customer service. You’ll foster a collaborative and team-focused culture to work together to ensure a seamless experience for all of our customers, keeping both our customers and team at the heart of what you do.

• You’ll work with the Support Team Senior Manager and wider leadership team to continue to strive for excellence within our Support teams. You will help to build and deliver our Customer Support strategy and be involved in initiatives to improve our teams performance and experience.

• This role will be responsible for but not limited to the following areas. Please note that this is a new role, so the transition and establishment of these duties within the current framework will be a key part of the role in the first 6 months. 

• Management:
• Manage a team of Team Leaders who themselves manage individual sub-teams. Carry management responsibility for the individuals within those teams, both in terms of their professional development and employee satisfaction, as well as overall performance and quality of the function. 
• You’ll be a member of the wider Customer Operations and Support Leadership team, helping to create department-wide improvements, and working cross-functionally on initiatives that impact the team.
• You’ll use your expertise to establish team synergy and to motivate and develop others through training initiatives and coaching.
• Supports the learning and development of existing team members through weekly 1-1s 
• Supports team members' career development and performance management with regular coaching and mentoring.
• Work alongside our People Partner to support on any HR tasks and people-related changes within the team. 

• Support Team expectations:
• Has a solid understanding of their area, including Complaint and Vulnerable Customer, and is able to act as a point of escalation to their team when appropriate
• Able to confidently report on weekly and monthly figures, present this to senior members of the business and feedback to the team
• Managers should be experts on incident management, able to effectively communicate with the team and customers quickly
• Able to ensure and support on the Support Team roadmap delivery
• Has Expertise in performance management and supports the Team Leaders with performance issues within their teams
• Fosters positive team morale and inclusivity to create a strong sense of unity and camaraderie, and facilitates collaboration between team members across the business to strengthen relationships within the organisation.
• Ensure our teams quality is of the highest standard and provide suggestions for improvements.
• Be confident in stepping in to handle ‘on duty’ days
• EOTY oversight (expand) 
• Encourages others to be flexible and adaptable. Is able to confidently defend own ideas when appropriate.
• Responsibility for hiring into their own team, with guidance from senior management on team structure and future workforce planning.

• Here at Moneybox, we’re here to help our customers turn their money into something greater. That could be helping them to save for what matters, invest for their future or buy their first home.
• Whatever their reason for joining us, we guarantee a service that’s simple and reliable, that supports them in achieving their goals, and celebrates with them along the way.
• That’s why our commitment to customers is a priority and our customer-facing teams are dedicated to supporting each and every one of them throughout their Moneybox journey.
• We RAISE the bar with our service….
• Relationship:
• We put customers first. We provide swift resolutions and always try to keep conversations with the same person. We celebrate our customers’ wins and aim to provide an excellent standard of service.
• Advocacy:
• We listen to our customer’s and advocate for them at each step of their journey. We have established systems to share customer feedback, and likewise, act on their behalf during testing of new features.
• Integrity:
• We work honestly, fairly and with our customer’s best interests in mind. Where possible, we provide extra support to those that may need it, especially in cases of accessibility or vulnerability.
• Simplicity:
• We are clear and simple. No complicated jargon, just straightforward conversations to make sure you fully understand our products and services.
• Expert App Knowledge:
• We provide the information to help customers achieve their goals. We encourage team learning and development to ensure our customer-facing teams are experts in the app, and their fields.
• #LI-CS1

• Monday to Friday shifts
• Shifts are 9 am – 5:30 pm. Additional overtime hours are also available. 
• This role can be fully remote within the UK or hybrid (2 days in the London office per week)
• Please note that the tax year black out for this role would be mid March to mid April.

• You’re prepared to work with many stakeholders, as well as autonomously. 
• You’re able to pick up and adapt to existing processes, as well as provide focused ways to improve them
• You’re able to command the respect of fellow team members, even when not their direct report
• You are passionate about improving customer experience within Moneybox.
• You work to encourage and promote diversity within the team and provide an open and transparent environment
• You’re an enthusiastic, positive and proactive leader and you come at every challenge with an open-mind
• You’re a sharp organiser with the ability to see the big picture while managing the day to day workflow who can balance this while looking out for the best interests of the customer and team
• You’re communicative and able to argue for your ideas appropriately and professionally
• You value constructive feedback and is able to see it as a chance for improvement to better your skills 
• You’re a confident and friendly individual who has experience as a leader, able to clearly explain to customers what is needed of them, whilst providing a great Moneybox service
• You’re a mature, ambitious individual who’s looking to build their career at an exciting very fast-growing company
• Can consistently and reliably work to deadlines, can demonstrate the ability to effectively ensure other team members are on track, providing news, ideas and suggestions as well as acting as the ‘go-to’ person within their area of expertise
• Is able to confidently and consistently take on new ideas, implement them within their immediate team and provide support where necessary.

• Great written and verbal communication skills
• Strong analytical and problem-solving skills
• Ability to understand complex processes and able to explain them clearly to customers and team members
• Meticulous attention to detail
• Great time management skills 
• Relevant experience in a similar role
• Internal hires: This role is available to all current Team Leaders and Managers within the team, as well as senior executives looking to step-up.
• External hires: Minimum 1+ years of experience in a similar role and experience in managing managers