Introduction to arenaflex
At arenaflex, we're on a mission to revolutionize the way people manage their finances, and we're looking for a talented and motivated Twilight Customer Service Team Lead to join our team. As a leading digital bank, we've built an app with smart money management tools to help our customers live a healthier financial life. Our aim is to give customers clarity and control over their money, and our customer service team is at the heart of our company. We're a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive technology company, and we're proud of our ongoing efforts to foster diversity and inclusion in the workplace.
About the Role
We're seeking an experienced and charismatic Team Lead to manage our twilight team, who work hours between 5pm - midnight. As a Part Time Team Leader (30 hours a week), you'll be on a 4-week rotation between the hours of 5pm - 12am, Monday - Sunday, with 2 full weekends off during the 4-week rotation. This role will mainly work from home, with 1 shift per month spent in the office. You'll be responsible for leading our customer service team, inspiring and motivating them to deliver exceptional service to our customers, and driving continuous improvement within the contact centre and the business.
Key Responsibilities
- Positively influence and contribute to the team culture, motivating and coaching staff to achieve their best
- Provide exceptional customer service via phone, email, live chat, and social media, responding to customer complaints and escalating issues as necessary
- Show ownership and accountability for offering solutions to benefit our customers and the business, driving continuous improvement and actively improving processes, workflows, and service to our customers
- Proactively seek solutions for potential issues, leading our customer service teams in a 24/7 environment and demonstrating experience leading a team
- Develop and implement strategies to enhance customer experience, improve customer satisfaction, and increase customer loyalty
- Collaborate with other teams to identify areas for improvement and implement changes to benefit the business and our customers
- Stay up-to-date with industry trends, best practices, and new technologies to continuously improve our customer service offerings
Essential Qualifications
- Experience leading a team, preferably in a contact centre environment
- Strong customer focus and excellent written and verbal communication skills
- Ability to adapt to and lead people through change, with a flexible and proactive approach to work
- Accountable leader with a strong track record of delivering results and driving improvement
- Ability to balance workload and schedules with multiple priorities, with excellent time management and organizational skills
Preferred Qualifications
- Previous experience in a digital bank or financial services environment
- Knowledge of customer service software and technology, including CRM systems and live chat tools
- Experience with data analysis and reporting, with the ability to interpret and act on customer feedback and insights
- Certification in customer service or a related field, such as a diploma or degree in business, marketing, or communications
What We Offer
At arenaflex, we're committed to providing a supportive and inclusive work environment, with a range of benefits and perks to help you thrive. These include:
- 25 days holiday, plus an extra day's holiday for your birthday
- Annual leave increased with length of service, with the option to buy or sell up to five extra days off
- 16 hours paid volunteering time a year, to help you give back to your community
- Salary sacrifice and company-enhanced pension scheme, to help you plan for your future
- Life insurance at 4x your salary, for added peace of mind
- Private Medical Insurance with VitalityHealth, including mental health support and cancer care, with partner benefits including discounts with Waitrose, Mr&Mrs Smith, and Peloton
- Generous family-friendly policies, to help you balance work and family life
- Perkbox membership, giving you access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
- Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships, and Electric Vehicle (EV) leasing, to help you live a healthier and more sustainable lifestyle
Career Growth and Development
At arenaflex, we're committed to helping you grow and develop your career, with a range of training and development opportunities available. These include:
- On-the-job training and coaching, to help you develop your skills and knowledge
- Access to industry-leading training and development programs, to help you stay up-to-date with the latest trends and best practices
- Opportunities for career progression and advancement, with a clear path for career growth and development
- A supportive and inclusive work environment, with a range of employee networks and groups to help you connect with colleagues and build relationships
Work Environment and Company Culture
At arenaflex, we're proud of our diverse and inclusive work environment, with a range of employee networks and groups to help you connect with colleagues and build relationships. Our company culture is built on a set of core values, including:
- A customer-first approach, with a focus on delivering exceptional customer experience
- A collaborative and supportive work environment, with a range of employee networks and groups
- A commitment to diversity and inclusion, with a range of initiatives and programs to promote equality and diversity
- A focus on innovation and creativity, with a range of opportunities for experimentation and innovation
How to Apply
If you're a motivated and experienced customer service professional, with a passion for delivering exceptional customer experience and leading high-performing teams, we'd love to hear from you. Please submit your application, including your CV and a cover letter, to be considered for this exciting opportunity. We can't wait to hear from you and explore how you can contribute to our mission to revolutionize the way people manage their finances.
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