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Client Services Team Lead

Flagstone

Flagstone

Customer Service
London, UK
Posted on Sunday, September 10, 2023
Who are we? We are an award-winning, fast-growing fintech, and one of Europe's leading cash deposit marketplaces. We aim to transform the way people save and grow their money through innovation and technology.Our online, user-friendly platform gives our clients access to hundreds of savings accounts, including market-leading and exclusive interest rates from 50+ of the UK's banks and building societies. We also partner with many leading wealth management companies – putting our clients in control and protecting the art of their possible. Our cultureFlagstone is a company with big ambitions. Our headcount has doubled year on year, and to date, we have raised over £30m in funding to expand our business and support the needs of a growing customer base and team.Our whole ethos revolves around three core values that underpin the principles and standards that drive our behaviour and our brand and demonstrate our culture to the outside world.
  • Forge a new way.
  • Surpass expectations.
  • Community counts.
In short, we're proactive and confident, aspirational yet authentic, and empathetic – with a commitment to our customers and our colleagues.While we have high expectations and our people work hard, we also know that there's more to life than work. In a fast-moving, dynamic, hard-working environment like ours, it's just as important to know when to stop. That's why we work together to ensure we look after ourselves and take care of each other.Our open and inclusive culture has mental health, wellbeing, and a dedication to continuous development at the forefront, so we can be the best we can be.There's still a lot to do, so join us on our journey, be part of something fresh and exciting – and protect the art of your possible. What You'll Do
  • Responsible for the management of a successful first point of contact communication with the Client Service Team
  • Feeding into the implementation of, and upkeep of efficient and operational technical tools, removing obstacles when they arise
  • Identifying potential areas for improved processing and automation of manual processes
  • Ensure the delivery of a premium service to clients across multichannel communications within Client Services
  • Deal with complex escalated customer and financial partner queries and challenges within the Client Service team whilst maintain premium levels of service and support.
  • Responsible for effective reporting on progress in relation to Client Services performance SLA's & KPI's, and customer contact analysis to date
  • Ensure Client Services is adhering to regulatory requirements, adhering to Complaints, Treating Customers Fairly, Consumer Duty, Anti Money Laundering and Know Your Customers / fraud processes.
  • Adhering to the team processes and workflows and pro-actively seek to improve these for a better customer experience as well as to drive internal efficiencies.
  • Holding responsibility and accountability for ticket resolution and workload prioritisation
  • Ensuring the team is obtaining and evaluating all relevant information to handle inquiries and complaints succinctly and promptly.
  • Keeping accurate records of customer enquiries, interactions, and details of actions taken
  • Identifying, collating, logging, and resolution of bugs/issues
  • Managing strong relationships with Compliance, Onboarding, Product, Tech, Sales, and Marketing teams
  • Conducting User Acceptance Testing (UAT) for software and services relating to customer onboarding
  • Ensuring Client Services Team upholds service SLA's and KPI's
  • Proactively managing, contributing, encouraging, and delivering ideas to optimise process efficiency across Client Services and wider Operational teams to be part of our constant progression to excellence.
  • Managing the performance of specialists/seniors/members 121s, appraisals and under performance
  • Coaching and developing others. Providing an environment to have structured and meaningful development conversations to support the team with their career goals.
  • Managing people processes for executives/seniors/members - team absences, holidays, and performance.
  • Creating an environment to drive engagement and high performance.
  • Proactively communicating with the Head of Client Services/Deputy Head of Operations and necessary stakeholders when needed
  • Acting as a role model for Flagstone's culture and behaviours.
What You'll Need
  • Minimum of 3 years' experience as a Team Leader
  • Experience of leading teams in running first line operations across multichannel communications (Live chat, email, phone, social media)
  • Ability to manage bespoke high net worth relationships.
  • Previous experience in providing client support within financial services or a FinTech ideally (5+ years' experience)
  • To demonstrate a solid understanding of AML regulations and how they apply within a fintech environment and be able to confidently answer client queries.
  • Significant experience of case management and handling customer queries/complaints with patience and in a personalised, friendly way. Can handle difficult conversations with patience. Resilient and not afraid of saying 'no'
  • Experience of utilising and optimising multichannel communication tools
  • Demonstrates excellent communication skills, both written and verbally and can write clearly, simply, and accurately to communicate information.
  • Experience of utilising and optimising CRM/Workflow management systems such as Salesforce and Zendesk
  • Strong time management/prioritisation skills and multi-tasking ability
  • Ability to drive and adapt to change.
  • An inquisitive mind that will question the "what, why and how we can improve".
  • Confidence to question our processes and offer efficient and scalable solutions.
  • Desire to join a team of likeminded people who strive to support each other and give back to the community.
  • Willingness to learn, give and receive feedback.
  • Communicates well and able to and build strong relationships across all levels.
What You'll Get
  • Remote working kit
  • Around the World in 90 days (remote working)
  • Employee share scheme
  • £1,000 annual learning bursary
  • 25 days holiday
  • Additional 3 days community and charity leave each year.
  • Fertility, early pregnancy, and menopause support
  • Quarterly half days for Wellness leave
  • Flexible bank holidays
  • Income protection
  • Life insurance (4x annual salary)
  • Matched pension contribution
  • Private healthcare
  • Gym discount
  • Dental/Optical care
  • Season ticket loan
  • Electric Car Scheme
We're keen to meet people from all backgrounds, it is our diversity that allows us to work smarter, be more innovative and make better decisions, together. We build teams that represent a variety of voices, experiences, and skills, and we hire those who will help us drive results and achieve our goals.We'd be thrilled if you tick off all our boxes but if you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure, we'd still love to hear from you.