As a Customer Service Team Lead at arenaflex, you will play a pivotal role in shaping the customer experience and driving business growth. arenaflex is a leading fintech company revolutionizing the way people save and invest. With a strong focus on innovation, collaboration, and customer-centricity, we're looking for a seasoned leader to join our team and help us achieve our mission of building wealth for our generation.
**About arenaflex**
arenaflex started its journey in 2017 with a vision to make saving and investing effortless for everyone. Today, we're an award-winning wealth app used by over 500,000 people, managing over £4 billion in assets. Our team of 160 passionate and creative individuals from diverse backgrounds and industries is driven by a shared ambition to make a meaningful impact.
**Job Summary**
As a Customer Service Team Lead, you will be responsible for managing a team of 5-10 customer support agents, reporting directly to the Customer Service Manager. Your primary focus will be on meeting customer service targets and KPIs, ensuring the team delivers consistently high-quality, responsive service. You will work closely with frontline agents, collaborating to align processes and drive the vision of the CS function.
**Key Responsibilities**
* Lead, motivate, and support the Customer Service team to achieve exceptional customer satisfaction and loyalty
* Conduct probation reviews and regular 1-2-1 meetings to ensure team members are developing and growing
* Set and monitor personal OKRs, identifying areas for development and growth
* Drive performance management and assist in recruitment processes to build a high-performing team
* Monitor and analyze customer service metrics to optimize performance and anticipate issues
* Oversee bug reporting and updates, supporting complex customer enquiries
* Ensure the team consistently meets SLAs & KPIs, collaborating with other departments to drive product improvements and elevate the customer experience
* Propose and implement process improvements and automation opportunities to enhance efficiency and effectiveness
* Adhere to compliance standards (FCA, GDPR, KYC/AML), ensuring regulatory expectations are met
* Adapt to real-time changes in customer demand to minimize service impact
* Support ongoing training initiatives and continuous learning for team members
* Address escalated customer enquiries with a proactive, solutions-driven approach
**Essential Qualifications**
* Proven leadership experience, including remote team management in a shift environment
* Knowledge of management techniques and data-driven decision-making
* Track record of setting and meeting targets and KPIs
* Ownership mentality in customer issue resolution
* Extensive use of support tooling (Intercom preferably)
* Analytical skills to interpret data, identify trends, and drive insights
* Strategic mindset with troubleshooting and multi-tasking abilities
* Exceptional communication and negotiation skills
* Adaptable to shifting priorities and refining the customer journey
* Solid knowledge of regulatory standards (FCA, GDPR, KYC/AML)
* Customer-centric approach with a knack for enhancing customer experiences beyond issue resolution
**Preferred Qualifications**
* Experience in a regulated financial environment
* Familiarity with arenaflex's products and services
* Strong understanding of customer journey mapping and experience design
* Certification in customer service or a related field
* Experience with project management tools and methodologies
**What We Offer**
* Competitive salary: £34,000 - £37,000 per annum
* Discretionary share option bonus
* Workplace pension scheme
* Private medical insurance (medical history disregarded)
* Employee Assistance Programme
* Cycle to work scheme
* Season ticket loan
* Free arenaflex subscription for UK-based employees
* Flexible working arrangements
* Unlimited holiday (policy not to count)
* Annual £1500 Personal Learning Allowance
* £30 per month arenaflex Fitness Benefit to suit your Mental/Physical Wellbeing
* Company laptop
* Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility, and skills in a high-growth fintech startup
**Our Culture**
At arenaflex, we value diversity, inclusivity, and collaboration. We believe in creating a workplace where everyone feels welcome, supported, and empowered to contribute their best work. Our team is passionate, creative, and driven by a shared ambition to make a meaningful impact. We're committed to equal opportunities and encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status, or caring responsibilities.
**Our 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.
**How to Apply**
If you're a seasoned leader with a passion for customer experience and a drive to make a meaningful impact, we'd love to hear from you. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or references. We can't wait to meet our next team member!
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