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Client Services Lead FTC

Flagstone

Flagstone

Customer Service
London, UK
Posted on Wednesday, February 14, 2024
What is Flagstone?

Flagstone is many things. An online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. And lastly, a thriving, profitable business – where smart people do their best work.

Each definition shares a common thread: our unique culture. It's our pride and joy. And our competitive advantage.

A feel for our culture:

To revolutionise the savings market, we need to be at our best. But high performance takes more than talent – it takes a culture of kindness, respect, and growth.

That's why we're building a diverse, inclusive community, where your voice is heard and valued. Where, with close support and room to develop, you can surpass even your own expectations. And be rewarded for it.

We may not change the world, but we can change the world of financial technology. And all it takes is a winning mix of drive, talent, and empathy. Our culture celebrates all three.

But enough about us. Let's talk about you.

Does this sound like you?

A dynamic leader with over 3 years' experience mentoring and coaching a high performing customer service team, fostering a culture where feedback is given regularly and constructively and nurturing an environment of openness and honesty. You're proficient in delivering clear objectives, direction and vision that elevates customer satisfaction and loyalty. You're passionate about keeping your team engaged and motivated to deliver the highest standard of client experience.

What you'll do:

As a Client Services Lead, you will be responsible for the management of a successful first point of contact communication with the Client Service Team, to ensure the delivery of a premium service to clients across multichannel communications, whilst ensuring Client Services is adhering to regulatory requirements. You'll proactively manage strong relationships with Compliance, Onboarding, Product, Tech, Sales, and Marketing teams, whilst managing, contributing, encouraging, and delivering ideas to optimise process efficiency across Client Services and the wider Operational teams and be part of our constant progression to excellence.

What you'll bring:

  • Proven track record in providing client support within financial services or FinTech for a period exceeding 5 years.
  • Experienced in leading teams in running first line operations across multichannel communications for a period exceeding 3 years.
  • Extensive expertise in case management and handling customer queries, difficult conversations and complaints with patience and in a personalised, friendly way with the ability to be resilient and not afraid of saying 'no'.
  • Demonstrate a solid understanding of AML regulations and how they apply within a fintech environment and be able to confidently answer client queries.
  • Strong leadership and mentorship skills, with the ability to inspire and develop high-performing teams.
  • Proven capability to engage, inspire, and influence customer-facing teams, fostering a positive customer-centric culture.
  • Exceptional communication skills, proficient in both written and verbal techniques and can write clearly, simply, and accurately to communicate information.
  • Confident in questioning our processes and offer efficient and scalable solutions, with an inquisitive mind that will question the "what, why and how we can improve".

How we reward you:

At Flagstone, the benefits extend beyond false gifts like "fruit and snacks". Instead, we invest in your health, wealth, and professional development. Here's a selection of our benefits:

  • Private healthcare
  • Dental/optical care
  • Matched pension contributions (5%)
  • 25 days holiday (plus bank holidays)
  • Remote working kit
  • Employee share scheme
  • 25 days holiday (plus bank holidays)
  • Additional 3 days community and charity leave each year.
  • Quarterly half days for Wellness leave
  • Flexible bank holidays
  • Gym discount

All are welcome.

At Flagstone, we're assembling a diverse team that defies our industry's norms. Think this role could suit you? We encourage you to apply, no matter your background.