Experienced Twilight Customer Service Team Lead - Part Time (Remote Position)

Are you a seasoned customer service professional with a passion for leading high-performing teams? Do you thrive in fast-paced environments where no two days are ever the same? If so, we have an exciting opportunity for you to join arenaflex as a Twilight Customer Service Team Lead - Part Time (Remote Position). At arenaflex, we're revolutionizing the way people manage their finances with our innovative digital banking app. Our app is designed to give customers clarity and control over their money, and we're committed to providing 24/7/365 support to ensure our customers receive the best possible experience. As a key member of our customer service team, you'll play a vital role in delivering exceptional service to our customers and driving business growth.

About arenaflex

arenaflex 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. With a fully licensed UK bank status and a culture that's as dynamic as it is inclusive, we're proud to have been voted Best Current Account for the last five years running and named Which? Banking Provider of the Year for the last two. Our team of over 1,800 people across London, Southampton, and Cardiff offices is passionate about innovation, customer satisfaction, and making a difference in the lives of our customers.

Job Summary

As a Twilight Customer Service Team Lead - Part Time (Remote Position), you'll be responsible for leading our twilight team who work hours between 5pm - midnight. You'll inspire and motivate your team to deliver exceptional customer service, share solutions that will make our customers' lives better, and drive continuous improvement within the contact centre and the business. This is a part-time role, working 30 hours a week, with a 4-week rotation between the hours of 5pm - 12am, Monday - Sunday. You'll have 2 full weekends off during the 4-week rotation and will mainly work from home with 1 shift per month spent in the office.

Responsibilities

* Positively influence and contribute to the team culture, fostering a collaborative and supportive environment that encourages growth and development.

• 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 innovation.
• Actively improve processes, workflows, and service to our customers, identifying areas for improvement and implementing changes to enhance the customer experience.
• Proactively seek solutions for potential issues, anticipating and mitigating risks to ensure seamless customer service delivery.
• Lead our Customer Service teams in a 24/7 environment, providing guidance and support to ensure that our customers receive the best possible experience.
• Experience leading a team, with a proven track record of success in a contact centre environment.
• Accountable leader with a strong customer focus, able to demonstrate a deep understanding of customer needs and preferences.
• Excellent written and verbal communication skills, with the ability to communicate complex information in a clear and concise manner.
• Ability to balance workload and schedules with multiple priorities, managing competing demands and deadlines to deliver results.

Qualifications and Requirements

* Previous experience of a contact centre environment, with a proven track record of success in a leadership role.

• Accountable leader with a strong customer focus, able to demonstrate a deep understanding of customer needs and preferences.
• Excellent written and verbal communication skills, with the ability to communicate complex information in a clear and concise manner.
• Ability to balance workload and schedules with multiple priorities, managing competing demands and deadlines to deliver results.
• 25 days holiday, plus an extra day's holiday for your birthday.
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off.
• 16 hours paid volunteering time a year.
• Salary sacrifice, company-enhanced pension scheme.
• Life insurance at 4x your salary.
• Private Medical Insurance with VitalityHealth, including mental health support and cancer care.
• Partner benefits, including discounts with Waitrose, Mr & Mrs Smith, and Peloton.
• Generous family-friendly policies.
• Perkbox membership, giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks.
• Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships, and Electric Vehicle (EV) leasing.

What We Offer

At arenaflex, we're committed to creating a workplace that's as dynamic as it is inclusive. We believe in fostering a culture that encourages growth, development, and innovation, and we're passionate about making a difference in the lives of our customers. As a member of our team, you'll have access to a range of benefits, including:

• Competitive salary and benefits package.
• Opportunities for career growth and development.
• Collaborative and supportive work environment.
• Flexible working arrangements, including remote work options.
• Access to cutting-edge technology and tools.
• Recognition and rewards for outstanding performance.
• Ongoing training and development opportunities.

How to Apply

If you're a motivated and experienced customer service professional with a passion for leading high-performing teams, we'd love to hear from you. Please submit your application, including your CV and a cover letter, by 12pm, Friday 27th September. We're an equal opportunities employer, and we welcome applications from diverse candidates.

Closing Date

The closing date for this role is 12pm, Friday 27th September. We encourage you to apply early, as we reserve the right to close the application process at any time.

Contact Us

If you have any questions or would like to discuss this opportunity further, please don't hesitate to contact us. We look forward to hearing from you. Apply To This Job Apply for this job