Head of Customer Operations

Summary

Join Kroo, a socially conscious, tech-driven bank, as the Head of Customer Operations. You will lead the customer operations team, setting service standards, refining processes, and fostering continuous improvement. This role involves developing and implementing customer service strategies, leading a multi-channel team, and ensuring seamless service delivery. You will also collaborate with other departments, analyze customer feedback, and champion new technologies. As a leader, you will build, mentor, and develop a high-performing team, ensuring compliance and risk management. Kroo offers a comprehensive benefits package including generous holiday time, personal days, a volunteer program, mental health support, a workplace pension, top-notch equipment, and enhanced parental leave.

Responsibilities

• Develop and implement Kroo’s retail banking customer service strategy, aligning it with the bank’s overarching goals and vision
• Lead a multi-channel, customer operations team (including lending collections) to deliver exceptional support across live chat, email, phone, and social media
• Set high standards for customer care and service, promoting a culture of excellence within the team and the wider organisation
• Establish and monitor key performance indicators (KPIs) to maintain superior service levels, quality, and efficiency
• Oversee the end-to-end customer journey, ensuring seamless service delivery across all channels
• Implement quality control measures and process improvements to optimise team performance and customer satisfaction
• Analyse customer feedback and service data to identify patterns, challenges, and opportunities for improvement
• Work with internal stakeholders to drive changes to tools, processes, and policies that enhance the customer experience
• Champion new technologies and innovations to increase efficiency, support scalability, and improve the overall customer journey
• Serve as a primary liaison between the customer operations and other departments, particularly Product and Technology, to ensure customer feedback informs ongoing product development
• Collaborate with senior leaders to integrate customer operations insights into business strategy, marketing, and product roadmaps
• Build, mentor, and develop a high-performing customer operations management team, ensuring consistent and ongoing training
• Foster a culture of learning, growth, and accountability, providing regular coaching and development opportunities for staff
• Lead recruitment, onboarding, and performance management, establishing a supportive environment for team success
• Assist in optimising lending operations: Support building the lending operations team and scaling loan origination, servicing, and collections processes for future growth
• Ensure all customer interactions are compliant with financial regulations, data privacy standards, and internal policies
• Proactively manage risks associated with customer operations, developing strategies to mitigate issues and maintain trust with customers

Benefits

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required
• Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central London
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme
• Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families
• Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel
• You get full healthcare for you and your nuclear family via Vitality
• Office/remote working