Customer Service Team Lead

About us

Our mission is to transform the way people end relationships in a kinder and better way, and to help couples avoid the emotional and financial turmoil of traditional solicitor approaches. As pioneers of working with couples, we’ve shaped the landscape of no-fault divorce and helped thousands untie the knot, amicably.

We are growing and our innovative tech-enabled and digital approach to divorce, separation, and co-parenting means we do, and continue to help thousands of couples to separate in a better, more positive way.

We are the trusted brand, the alternative to solicitors and traditional law firms. We deliver great results for couples by providing an empathetic, emotion-led, fixed-fee service to navigate the legal, financial, children, and emotional journey when ending a relationship.

amicable promotes a collaborative culture and is rapidly growing to meet demand and legislation change.

Our values bring our purpose to life and make what we do and how we do it unique: we are Kind to everyone we encounter, we embrace Flexibility with a quest for Customer Focus that drives us to be more Pioneering.

We are proud to be part of the Octopus Group.

About the role

In this role, you will report to the Head of Operations and will be responsible for ensuring that outstanding Customer Service is provided to our customers to support the progress of their separation in a timely manner. You will be managing a small but mighty team of four, who are all committed to and believe in our mission and values. You will have your own workload and will actively answer customers’ queries and deliver superb Customer Service to the highest professional standards, above and beyond customers’ expectations.

As the Customer Service Team Lead, you will:

• Organise work as well as allocate and manage team members’ workload,
• Monitor performance and lead the team to achieve the company’s goals and provide excellent service to customers,
• Manage and improve the team members’ performance by constantly analysing relevant data and translating them into actionable insights,
• Provide advice and support to Customer Service Team members,
• Be a hands-on team member who leads by example,
• Ensure data integrity on all platforms, monitor input of customer data making sure it is recorded accurately and efficiently on our various platforms,
• Be an empathetic leader who motivates the team members and provides constructive feedback,
• Foster a continuous improvement culture,
• Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency,
• Ensure that standard operating procedures are documented and maintained,
• Produce written reports when required,
• Manage escalations in an effective manner,
• Manage team projects, if and when necessary.

You will join a supportive and progressive team focused on outputs rather than hours sitting at a desk.

The role will be office based to start with and hybrid after successful completion of probationary period.

Requirements

• Previous experience in a similar role,
• Previous experience of managing a team,
• Exceptional level of accuracy and attention to detail and ability to check other people’s work,
• Strong communication skills and confidence to manage different communication styles, speak to our customers and ability to adjust to their communication style to direct them and answer queries,
• Strong organisational skills and ability to check details to ensure accuracy and efficiency,
• Proactivity and flexibility – ability to spot potential inefficiencies or risk and act to improve/mitigate as appropriate,
• High levels of resilience, problem-solving skills, self-awareness, adaptability and emotional intelligence,
• Ability to work autonomously and take accountability for your workload,
• Ability to plan and manage your own as well as the team’s workload,
• Proficiency and confidence in working with IT systems and technology,
• Fluency in English,
• Right to work in the UK.

What we offer

• Pension scheme (after successful completion of probationary period),
• 28 days holiday plus bank holidays per annum,
• Cycle to work scheme,
• Company laptop.

We respect and value people’s differences and believe that our teams are at their best when their members feel safe to bring their whole self to work. We are committed to creating an inclusive experience as well as equal opportunities for growth and development for all.

Job Types: Full-time, Permanent

Pay: £40,000.00-£45,000.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme

Schedule:

• Monday to Friday

Work Location: Hybrid remote in London