Customer Service Manager X2

What We’re All About at Kroo

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

Here at Kroo, doing what 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 never stop learning. Most importantly, we are on this journey together.

How You Will Contribute

As a Customer Service Manager within Personal Banking, you will lead our customer service team, ensuring that every customer receives exceptional support across live chat, email, phone and social media channels. This role requires a dynamic leader who can inspire, develop and motivate a high performing team, while driving continuous improvements across our customer service operations.

We are growing our leadership team in Manchester and are looking for passionate Customer Service Managers to join us within Personal Banking.

This is an opportunity to lead with purpose, support a high performing team and help shape a customer experience built on trust, ethics and doing the right thing.

Other Responsibilities Include:

• Leadership and Development:
  Lead a customer service team, providing outstanding levels of support across various channels. Develop and motivate colleagues through effective one to one meetings, coaching sessions and performance feedback. Create an environment where people can thrive, grow and perform at their best.
• Service Excellence:
  Ensure all customer queries and complaints are managed efficiently and effectively, adhering to principles of fairness and transparency. Maintain exceptionally high service standards across all communication platforms and ensure the right outcomes for customers every time.
• Continuous Improvement:
  Proactively identify trends in customer feedback, including frustrations and expectations, and propose changes to processes, tools or products to enhance service delivery. Implement strategies to improve the overall customer journey and customer satisfaction.
• Feedback and Collaboration:
  Act as a liaison between customers and the product team, prioritising and escalating feedback and feature requests to help shape product development in line with customer needs.
• Team Support and Mentoring:
  Support and mentor other members of the Operations team, serving as a point of contact for guidance and advice. Foster a culture of learning and development, assisting with the onboarding and training of new team members.