Experienced Part-Time Twilight Customer Service Team Lead - 30 Hours a Week, Flexible Work from Home, and Opportunities for Growth at Blithequark

Join the Team at Blithequark: Where Customer Experience Meets Innovation

At Blithequark, we're revolutionizing the way people manage their finances with our cutting-edge banking app. Our mission is to give customers clarity and control over their money, and we're looking for a talented and customer-focused individual to lead our twilight customer service team. As a Team Lead, you'll play a vital role in delivering exceptional customer experiences, driving continuous improvement, and fostering a positive team culture.

About Blithequark and Our Industry

Blithequark is a leading digital bank on a mission to disrupt the banking industry. We've built an app with smart money management tools to help our customers live a healthier financial life. We also offer groundbreaking B2B banking and payments services. Since our launch in 2014, we've opened almost three million accounts, including 480,000 business accounts for small and medium-sized enterprises (SMEs). We're a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive technology company.

Job Summary

We're seeking an experienced Part-Time Twilight Customer Service Team Lead to manage our twilight team, working 30 hours a week on a 4-week rotation between 5pm and 12am, Monday to Sunday. As a Team Lead, you'll inspire and motivate your team to deliver exceptional customer service, lead from the front, and showcase your finely tuned customer service skills on a daily basis. You'll also be responsible for sharing solutions that will make our customers' and our lives better.

Key Responsibilities:

• Positively influence and contribute to the team culture, fostering a collaborative and customer-focused environment.
• Motivate, coach, and develop staff in the Contact Centre, providing guidance and support to help them achieve their full potential.
• 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 process enhancements.
• Actively improve processes, workflows, and service to our customers, proactively seeking solutions for potential issues.
• Lead our Customer Service teams in a 24/7 environment, ensuring seamless service delivery and high-quality customer experiences.

Requirements and Qualifications:

Essential Qualifications:

• Previous experience leading a team, preferably in a contact centre environment.
• Strong customer focus and excellent written and verbal communication skills.
• Ability to balance workload and schedules with multiple priorities, adapting to changing circumstances.
• Accountable leader with a proactive approach to problem-solving and continuous improvement.

Preferred Qualifications:

• Previous experience in a contact centre environment, preferably in a leadership role.
• Experience with up-skilling and coaching team members, with a focus on developing their skills and abilities.
• Familiarity with digital banking and financial services, with a understanding of customer needs and expectations.

What We Offer:

Benefits and Perks:

• Competitive salary and benefits package, including 25 days holiday, an extra day's holiday for your birthday, and annual leave increases with length of service.
• 16 hours paid volunteering time a year, allowing you to give back to your community.
• Salary sacrifice, company-enhanced pension scheme, and life insurance at 4x your salary.
• Private Medical Insurance with VitalityHealth, including mental health support and cancer care.
• Generous family-friendly policies, including Perkbox membership for retail discounts, wellness platforms, and weekly free and boosted perks.
• Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships, and Electric Vehicle (EV) leasing.

Career Growth and Learning:

• Opportunities for growth and development, with a focus on up-skilling and career progression.
• Collaborative and dynamic work environment, with a team of experienced professionals.
• Flexible work arrangements, including part-time and remote work options.

Work Environment and Company Culture:

At Blithequark, we're proud of our culture and spirit. We're a fast-moving, constantly changing business, and we're looking for individuals who can adapt and thrive in this environment. We value diversity and inclusion, and we're committed to fostering a positive and supportive work environment. Our employees are our greatest asset, and we're dedicated to providing opportunities for growth, development, and success.

How to Apply:

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we want to hear from you. Please submit your application by 12pm, Friday 27th September. We can't wait to welcome you to our team!

Blithequark is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity and inclusion in the workplace. Individuals seeking employment at Blithequark are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.