Customer Service Complaints Team Manager

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. You will be a complaints expert and a proactive, self-starter, who is always looking for ways of improving our complaints process.

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.

What you can expect to be doing:

• 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
  
  Operational management responsibilities

• 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

What we’re looking for:

• 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

What we’re really looking for: ✍️

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.

PERKS 🎁

• 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
• Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility and skills in a high-growth fintech startup 🚀

Our Interview Process: 📖

1. Video screen with someone from our Talent team
2. Video interview with the hiring manager
3. Final interview with the VP of Customer Success

Our mission is to build wealth for our generation

Chip started out in 2017 as a clever app to help people save without lifting a finger.

Fast forward five years, and now we’ve grown into an award-winning wealth app used by over 500,000 people and managing over 4 billion pounds. And we’re not slowing down.

Our vision

We know planning for your future can be a tedious, daunting task often avoided, so we want to change that. We're building the wealth app for our community, giving them one place for saving and investing.

We're giving customers control and guidance to effortlessly build their long-term wealth using award-winning tech, while celebrating their achievements along the way.

Who we are

Chip has a creative and diverse team of 160, from all different backgrounds and industries. We’re driven and passionate people, but no one takes themselves too seriously.

Don’t just take our word for it. We have a few awards under our belt, including Best Personal Finance App at the 2022 & 2024 British Bank Awards.

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

Equal Opportunities

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Note to Agencies

Chip does not accept unsolicited CVs from recruiters or employment agencies in response to any of our live roles on our career page. Chip will not consider or agree to payment of any referral compensation or recruiter fee relating to these unsolicited CVs. Chip explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited CVs, including those submitted to hiring managers, are deemed to be the property of Chip.