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Job description

Who we are?

Here at Blackthorn, we are a strong and driven company that is growing fast. We offer endless amounts of opportunities and exposure to a wide range of financial service products. You might be thinking what is it that we do? Well, we are a digital banking alternative that provides its customers with multi-currency payments accounts, to facilitate cross border transactions connected to all major payment networks. Enabling corporate companies and individuals to transact with their counter parties worldwide.

Here at Blackthorn, we have some very exciting projects and plans ahead of us, from moving into the European market to building a bank.

What does this mean for the right candidate? You will be a core element in the growth and progress of Blackthorn. You will be faced with challenges that will allow you to grow and establish yourself in the Fintech Industry.

This role has real potential for career growth. The Company is part of a group structure and will ultimately service multiple companies in Operations, Development and Customer Service. We are looking for a dedicated Customer Service Manager who brings the vision for growth and service excellence and will bring our customer service team along for this journey.

Responsibilities and Duties

· Putting the customer first – without them we wouldn’t be here.

· Streamlining the current services – bring the fragments together (multiple systems)

· Overseeing a small customer services teams

· Training and managing Customer Service Assistants and Representatives

· On-boarding and training new employees

· Setting customer satisfaction targets and working with the team to meet targets consistently

· Interacting with customers daily by answering their questions and directing them to the appropriate service for their needs

· Creating customer loyalty programs to increase revenue and improve client retention

· Establishing customer service policies and procedures

· Staying updated on developments in the customer services field

Identifying inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices.

· Treating customers fairly and consumer duty awareness - ensuring team is consistent in their approach to customer services.

· Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards.

· Seeking client feedback to monitor service levels and drive appropriate improvements to achieve number one client satisfaction when measured against other payment providers.

· Work directly with Operations and Compliance.

· Assist on driving new products out to the market. You will need to get to know each product.

· Work, Design and optimise Intercom our ticketing system.

· Manage Aircall our telephony system – Quality control, recording analysis.

· KPI and FAQ Management

Skills & Behaviours

· Always strive for excellence with our customers

· Ability to take holistic view of customer services operations – our service area needs to be scalable.

· Excellent verbal and written communication skills

· Remain adaptable and pragmatic in a fast moving environment with competing priorities

· Excellent Administration skills

· Attention to detail – Quality Control

· Risk aware – 1st line of defence.

· Strong report-writing and presentation skills, together with a familiarity with popular software packages such as Microsoft Office and applications such as Google Docs

· Self-motivation to use their initiative and to innovate, when required

Benefits:

• Company events – we have an excellent social committee
• Company pension
• Cycle to work scheme
• Gymmembership
• Life insurance
• Private medical insurance
• Sick pay

Job Type: Full-time

Salary: £30,000.00-£50,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Gym membership
• Life insurance
• Private medical insurance
• Referral programme
• Sick pay

Schedule:

• Monday to Friday

Supplemental pay types:

• Yearly bonus

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer Service: 4 years (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person