Support Phone Team Manager

Summary

Join Moneybox as a Support Phone Team Leader and lead a small group of phone executives, focusing on daily task management, team well-being, and individual goals. You will coach and conduct performance reviews, ensuring your team's skill development and overall performance. As a Team Leader, you will be responsible for queue management, task delegation, and maintaining a professional environment. You will also be involved in identifying and addressing customer issues, improving processes, and contributing to the company's overall success.

Requirements

• You’re a natural people person, eager to lead a team and support them in reaching their full potential
• 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
• 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

Responsibilities

• Organise weekly 1-1’s with team members to discuss their progression and development according to current performance metrics
• Monitor customer interactions with team members via Intercom and phone calls and generate reports for the Compliance team
• Run coaching sessions with your team on best practices and customer service
• Conduct daily morning huddles
• Focus on queue management and delegate tasks across the team appropriately as Duty Coordinator
• Maintain professionalism “on the floor” and encourage team members to be focused and motivated
• Act as the initial point of escalation and follow up on this accordingly
• Continue to interact with current and potential customers through Intercom to address any queries they have
• Understand where any niche issues and complaints should be escalated to and own the issue
• Identify issues from common customer queries and notice when things don't look right and make plans for improvements
• Provide assistance across all areas of Support when needed (training, content, intercom, calls etc.)
• Assist the team lead in the development and implementation of progression frameworks for the Support Team
• Proactively look for ways to improve current processes and help to create or improve best practice guides

Preferred Qualifications

• Ideally, you will have passed your probationary period however if you have previous experience in a supervisor role or management role, we still welcome your application
• Minimum 1+ years of experience in a similar role

Benefits

• Five days per week, including weekend days in a rotational system
• 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)