Customer Service Complaints Team Manager, Chip
Plus discretionary share option bonus
More information about location
2-3 days a week in office
Investing and savings app
Job no longer available
Investing and savings app
201-500 employees
Job no longer available
Plus discretionary share option bonus
More information about location
2-3 days a week in office
201-500 employees
Company mission
To build wealth for our generation.
Role
Who you are
- You will be a complaints expert and a proactive, self-starter, who is always looking for ways of improving our complaints process
- Strong people management experience
- Experience in complaints management at a financial institution
- Excellent knowledge of management methods and techniques
- Experience in working to and delivering targets & KPI’s
- An ability to take ownership of customer issue
- Previous exposure to managing & motivating a team remotely
- Involvement in setting a clear mission and deploying strategies focused on delivery
- Ability to think strategically and to lead
- Advanced troubleshooting and multi-tasking
- Strong communication & negotiating skills
- Someone with a genuine interest in Chip and is excited about being part of a fast-growing company and our mission to build the investment super app of the future
- Although we’re in the financial space, and under the scrutiny that comes with it, the current customer service team works well together, and even sometimes with a smile. We’re sure you’ve got the technical skills, otherwise, you would have stopped reading by now, so let us be clear on what will make us want to work with you
- We want a real person, with interests outside of work, to join our team. You could be a dancer, a gamer, a musician, a parent, a hockey fan, or even that one person that still writes Twilight fan-fiction. Doesn’t matter to us
- At the interview stages, we will be looking for empathy, eq, fun stories, and the ability to smile even when things are tough
What the job involves
- As a Customer Service Complaints Team Manager, you will be reporting directly to the Head of Customer Service and you will be responsible for delivering CS complaints targets & KPIs and managing our team of Complaints Specialists
- You will ensure both efficient and high-quality service is being consistently delivered by all members of the team
- Your day-to-day responsibilities will be a mixture of operational duties and direct line management of the team
- Close collaboration will be required to ensure consistency across management styles, processes, and delivery of the future vision & direction of the CS function.You will also be accountable for complaints reporting and ensuring all metrics are reported accurately and in a time sensitive fashion
- To be successful, you will also be responsible for resource management, ensuring there is adequate cover to meet customer demand
- You will be identifying times when an increase in volume is likely and staffing up accordingly (changing working days, paying overtime, implementing different ways of working)
- You will be accountable for achieving complaints targets and being able to identify & resolve potential issues in complaints service delivery
- You will also monitor day-to-day real-time analytics to ensure all work streams are within SLA
- People management responsibilities for The Complaints Team
- Leading & motivating the team and ensuring they meet key KPIs
- Managing probation reviews
- Weekly/monthly 1-2-1’s
- Reviews & personal OKR’s
- Writing ‘Final Response Letters’ to customers
- Complaints reporting and escalations
- Health & wellbeing
- Performance Management
- Recruitment
- Organising OOH cover such as bank holidays and managing leave requests across the team. Always taking a risk-based approach considering the impact on business & customer
- Data collection to help drive performance and enhance the customer experience
- Data reporting and escalations to the wider business
- Supporting the team with customer complaints and responding to customers in periods of high volumes
- Accountable for the day-to-day management of all complaints work streams to ensure where possible that the team is working within SLA’s & KPI’s. Understand why targets have not been met and deliver solutions to address blockers in complaints delivery
- Considering alternative ways of working & operational efficiencies to provide a better customer journey
- Ensuring all aspects of compliance are adhered to
- Responding to real changes in customer demand to reduce any potential impact on service deliver
Application process
- We usually respond within three days
- Video screen with someone from our Talent team
- Video interview with the hiring manager
- Final interview with the VP of Customer Success
- At the interview stages, we will be looking for empathy, eq, fun stories, and the ability to smile even when things are tough
Salary benchmarks
Our take
Chips offers a free app designed to make saving as easy as spending. Utilising an AI-driven system, the app calculates how much users could save, provides an option to decline, and automatically transfers the selected amount to the user's Chip account, streamlining the saving process.
To date, Chup's users have collectively saved over £800M, showcasing the product's popularity. The enthusiasm for Chip is evident, having raised a total of £43.5M with over 27.5k shareholders.
The company has bolstered its team with strong hires from notable organisations such as Purplebricks, Deposit Solutions, Barclays, Funding Circle, and Monzo, positioning Chip for significant growth. However, the challenge lies in remaining relevant amid a competitive landscape of savings and investment accounts. To address this, Chip continuously innovates its investment product to help users effectively build wealth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
35% female employees
0% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Dec 2023
$6.3m
LATE VC
Nov 2022
$4.5m
CONVERTIBLE
Total funding: $78.9m
Company benefits
- Discretionary share option bonus
- Workplace pension scheme
- Private medical insurance (medical history disregarded)
- Employee Assistance Programme
- Cycle to work scheme
- Season ticket loan
- Free ChipX subscription for UK-based employees
- We are an equal-opportunity employer and value diversity
- Flexible working arrangements
- Unlimited holiday (policy not to count) ✈️
- Annual £1500 Personal Learning Allowance
- £30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing
- Company laptop
Company values
- Be Accountable - Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible
- Be Bold - Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers
- Be Collaborative - Work cross-functionally - we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together
Company HQ
London, UK
Articles
Leadership
Simon Rabin
(Co-Founder & CEO)Previously co-founded Roamer. Prior to that, they were a Director at Txt2buy and a Marketing Manager at Unibutler.
Alex Latham
(Co-Founder & CMO)Previously worked in Marketing at Maxim and as Head of Growth at Pineapple Punk.
People progressing
Leena joined Chip in 2019 as an Operations Analyst and was promoted to Technical Product Owner just under 2 years later. Further promoted to Associate Product Manager in January 2023!
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