Moneybox is hiring a
Support Team Leader

Summary

The job is for a Support Team Leader position at Moneybox. The role involves managing a small team, conducting performance reviews, and focusing on daily tasks, team's well-being, and improving processes and customer interactions. The candidate should have great communication skills, strong analytical and problem-solving skills, ability to understand complex processes, meticulous attention to detail, good time management skills, relevant experience in a similar role, and be a mature, ambitious individual.

Requirements

• 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

• Organize 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

Preferred Qualifications

Experience as a leader

Benefits

• Fully remote within the UK or hybrid (2 days in the London office per week)
• Working hours: Five days a week, including weekend days in a rotational system