Customer Services Team Leader

Location: Sofia
Department: Member Support

About You 

The Customer Services Team Leader role is distinctly positioned within the business. It oversees our payment and operational side of servicing as well as encompasses, data analysis, payments and communication with external partners and operations manager for the business area.

We are seeking an experienced Team Lead with a very strong focus on customer service. Confident and precise management is imperative in making the team an even bigger success. You would need to own, develop and nurture the relationship between your team and members. This aspect would require excellent social and communication skills, ability to adapt to changes and work with other areas of Tide, ensuring a smooth relationship between your team and other departments.  You will be directly responsible for the performance of your team and the achievement of their targets. 

A deep understanding of the market and services currently available would need to be developed for this role. This would be an on-going process as we seek to provide an exceptional service to our members. 

Some of the things you’ll be doing: 

  • Ensuring timely and accurate processing of payments, re-calls, direct debits, and all payments related queries.
  • Management of agents and all aspects related to that task – assisting them with more complicated cases and providing guidance where necessary, ensuring they are trained to deliver a high standard of service required for their role.
  • Assigning tasks including daily organisation of the communications.
  • Mentoring your team, monitoring their progress, goals, and removing blockers that prevent optimal performance. Providing guidance and support to agents with their long-term career journey at Tide. 
  • Reviewing and enhance existing processes and procedures.
  • Reporting, analysing data, spotting membership opportunities, improving processes and work practices. 
  • Identifying exceptions to processes and implement straight-through processing solutions.
  • Seeking ways of improving process efficiency, implementing industry best practice and ensuring no breaches of FCA, banking and other regulations within responsibility
  • Keeping up to date with new developments and ensure adequate training for the team
  • Scheduling creation and organisation, a variety of planning tasks.
  • Liaising between different departments and leads of other teams – coordinating across different business areas to achieve a common goal. 
  • Maintaining good intra and interdepartmental communications
  • Participating in the recruitment process and acquisition of new account management staff.
  • Conducting effective one-on-ones on a weekly basis and keeping track of meeting minutes in line with company procedures.
  • Contributing towards company wide projects as required.

You’ll be a great fit if: 

  • You can demonstrate can do attitude and hands on approach
  • You have previous experience in leading a team and managing people. 
  • You’ve spent at least three years in a leadership role within customer support. 
  • You have attention to details
  • You have previous experience in leading a team and managing people. 
  • You are organised, pragmatic and capable of leading an interdisciplinary team; we’re after someone who’s not afraid to take the initiative and remove any blockers wherever necessary. Our goal is to provide a quality leading industry service and assistance to our members that leaves them delighted.   
  • You are comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch.
  • You have excellent communication skills and a positive goal-oriented attitude. 
  • You have adept command of the English language, both written and verbal  – C1/C2 level. 
  • You are able to detect patterns, recognize opportunities for change and improvement of processes or established work practices. 
  • You are familiar with Zendesk, traditional banking and the fintech industry would be considered a plus. 
  • You have a good understanding and grasp of the current market and competitors would be considered beneficial.

Who are Tide?
We’re the UK’s leading provider of smart current accounts for sole traders and small companies. We’re also on a mission to save business owners time and money on their banking and finance admin so they can get back to doing what they love – for too long, these customers have been under-served by the big banks.

Our offices are in London, UK, Sofia, Bulgaria and Hyderabad, India, where our teams are dedicated to our small business members, revolutionizing business banking for SMEs. We are also the leading provider of UK SME business accounts and one of the fastest-growing fintechs in the UK.

We’re scaling at speed with a focus on hiring talented individuals with a growth mindset and ownership mentality, who are able to juggle multiple and sometimes changing priorities. Our values show our commitment to working as one team, working collaboratively to take action and deliver results. Members first, we are passionate about our members and put them first. We are data-driven, we make decisions, creating insight using data.

We’re also one of LinkedIn’s top 10 hottest UK companies to work for.

What you’ll get in return:

  • 25 days holiday
  • Vitality Health and Dental Insurance, with a proactive focus on mental and physical well-being
  • Fully covered Multisports card
  • Food vouchers
  • We invest in your development with 1,000 BGN professional L&D budget per year and up to three L&D paid days off
  • Snacks, light food, drinks in the office
  • Enhanced family-friendly leave
  • Flexible working options.

Here’s what we think about diversity and inclusion…
We build our services for all types of small business owners. We aim to be as diverse as our members so we hire people from a variety of backgrounds. We’re proud that our diversity not only reflects our multicultural society but that this breadth of experience makes us awesome at solving problems. Everyone here has a voice and you’ll be able to make a difference. If you share our values and want to help small businesses, you’ll make an amazing Tidean.

A note on the future of work at Tide:

Tide’s offices are beginning to open for Tideans to return on a voluntary basis. Timelines for reopening will be unique for each region and will be based on region-specific guidelines. The health and well-being of Tideans and candidates is our primary concern, therefore, for the foreseeable future, we have transitioned all interviews and onboarding to be conducted via Zoom.

Once offices are fully open, Tideans will be able to choose to work from the office or remotely, with the requirement that they visit the office or participate in face-to-face team activities several times per month.