Customer Support Specialist

Kroo Bank Ltd; Manchester; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A forward-thinking financial institution in Manchester is seeking a Customer Support Specialist to provide exceptional service and support to customers through various channels. The ideal candidate has a background in customer service within the financial sector, excellent communication skills, and a passion for technology that improves lives. This role promotes a diverse and inclusive work environment with ample growth opportunities.

Benefits

25 days annual leave plus bank holidays

Mental health support

Cycle to Work scheme

Electric Car scheme

Top-notch equipment provided

Qualifications

• Experience in customer service within the financial services industry.
• Interest in technology and its application to improve lives.
• Ability to thrive in a startup environment.

Responsibilities

• Maintain high levels of customer service through various channels.
• Resolve customer complaints and concerns fairly.
• Support the financial crime team by identifying trends in customer interactions.

Skills

Customer focus

Excellent communication skills

Empathy

Organizational skills

Banking experience

Job description

Job Responsibilities

• Provide and maintain exceptionally high levels of customer service via live chat, email, phone and social media
• Be the first port of call for customer complaints and concerns to make sure that they’re treated fairly
• Show proactiveness and ownership skills to solve customer problems
• Proactively spot patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to serve them better
• Identify customers who might be vulnerable and ensure we support them when needed
• Work closely with our financial crime team to act as the first line of defence to help spot and investigate trends
• Understand, prioritise and escalat[e] customers’ feedback and feature requests to the product team
• Support other members in the Operations team by being a point of contact and mentoring new joiners

At Kroo Bank, we embrace a hybrid policy that grants individuals and teams a considerable level of autonomy regarding office usage, maximising productivity. Our office in Manchester is a splendid space that serves as a valuable and potent resource when utilised appropriately. Presently, we follow a blended working model, where employees are expected to work in the office for 1-2 days a week. Therefore, candidates who are able to occasionally commute to the office align best with our current work practices. Please bear in mind that this position entails working shifts over 5 days, totalling 37.5 hours per week. The shift schedule will be provided well in advance, typically spanning from 6 am to 10 pm.

Diversity & Inclusion

Diversity and Inclusion: We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.

Ideal Candidate

• Has front line or back office banking experience
• Has experience in customer service in the financial services industry
• Is interested in how technology can improve people’s lives
• Enjoys the startup environment
• Is customer focused
• Has a high level of organisation
• Has excellent written and verbal communication skills
• Has a high level of empathy and the ability to connect with other people

Company Overview

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together. As a Customer Support Specialist, you’ll be the first point of contact for our customers and you’ll be helping solve any queries and help troubleshoot any problems. Put simply, our Customer Support Specialists are the digital face of Kroo! We believe our people and culture are what makes Kroo different, so we’re keen to promote people development within the company so you’ll also get the chance to broaden your skill‑set and experience. We work in cross‑functional collaborative teams, so you’ll also work alongside our product teams and developers to improve the customer experience on a day‑to‑day basis as well as the wider organisation. The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey.

What We Offer

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days: 3 personal days.
• Employer‑sponsored volunteer program: up to 4 hours per month of employer‑sponsored volunteer time.
• Mental health support: access to Spill, our mental health support partner.
• Workplace pension: a workplace pension with a 5% employee contribution and a 3% employer top‑up.
• Top‑notch equipment: we provide top‑of‑the‑line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office: when you’re in the office, you’ll enjoy access to our modern, bustling workspace in Central Manchester.
• Cycle to Work scheme: we encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme: we’re committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave: we know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth: as a fast‑paced, high‑growth start‑up, we’re dedicated to providing our employees with room to grow and excel.
• You get full healthcare for you and your nuclear family via Vitality.

Interview Process

• People screen and quiz interview — 45 mins
• Technical interview challenge with the hiring manager — 45 mins
• Head of division interview — 45 mins