The Company:

Wagestream is on a mission to bring better financial wellbeing to frontline workers.

We partner with some of the world’s most famous employers, like Bupa, Burger King, Green King and the mighty NHS to give their teams access to fairer financial services - all built around flexible pay. Over three million people can now choose how often they’re paid, track their shifts and earnings, start saving, use budgeting tools, get free financial coaching, and access fairer financial products. All in one financial wellbeing super-app.

Wagestream is unique: VC-backed and growing at scale-up pace, but with a social conscience. Some of the world's leading financial charities and impact funds were our founding investors, and we operate on a social charter - which means every product we build has to improve financial health and reduce the $5.6bn ‘premium’ lower-income earners pay for financial services each year.

You’d be joining a team of over 200 passionate, ambitious people, across Europe and the USA, building a category-leading fintech product and all united by that same mission.

The Opportunity:

You’ll be responsible for monitoring and maintaining agent productivity levels to meet established targets and KPIs, as well as collaborating with a US counterpart to ensure adequate support coverage for all shifts The position requires building and maintaining strong relationships with customers, key stakeholders, and Wagestream’s third-party partners. Additionally, the role includes attending client service reviews as needed, ensuring the delivery of accurate data accompanied by insightful commentary to support business objectives.

The Team:

You will be joining a team of 21 support representatives, with direct management responsibility for 9 team members.

What will you be doing?

• Manage, motivate and develop your direct reports- Support Representatives and/or Senior Support Representatives

• To ensure that all agents have the necessary skills and knowledge to fulfill their roles through consistent, regular 121’s, monitoring and training

• Monitor and maintain agent productivity levels in accordance with targets and KPI’s working with the support of Support Leads

• Ensure that the Risk & Compliance Manager is informed of any perceived risks

• Ensure all tickets are handled professionally and conduct regular audits of direct reports written and verbal communication to customers

• Ensure excellent case management within team to safeguard levels of service and that all Service Level Agreements (SLA’s) are met

What experience might you have?

Must-haves: (But if you’re close… we'd still love to talk to you!)

• Experience managing and developing a team in a high volume, high pressure environment

• Experience of managing service standards and customer-focused KPI's

• Excellent communication skills

• An inquisitive and analytical mind who is service driven

• Can interpret, own, act upon and where necessary produce reports relating to agent productivity levels, utilization, forecasts and daily call statistics

• Strong interpersonal skills at all levels including Directors

• Enthusiastic, pro-active and a problem solver

• ITIL Foundation V3 desirable

Can-be-learnts:

• ITIL Foundation V3

Work Policy:

• We operate a hybrid policy with a requirement of 5 days a week in the office

Benefits:

• 25 Days Annual Leave in addition to public holidays (up to 5 day rollover), as well as flexible time off allowances for any ad-hoc childcare/family/caring needs
• 10 days Annual Leave Buy-Back scheme - for if you’d like some additional time off
• 12 weeks paid Maternity Leave and 4 weeks paid Paternity Leave for employees with over 12 months service
• Special Leave for In Vitro Fertilisation (IVF) and other fertility treatments
• Paid leave to volunteer
• 10 days Work from Abroad policy
• Brand new equipment - from the latest Apple MacBooks to 34” curved monitors at Wagestream HQ
• Salary sacrifice to pension, as well as bonus exchange to Pension: reap even more rewards of any bonus by paying into your pension & save on Tax and NI + added compound growth
• The best benefit of all, access to Wagestream!
• Access to Salary Sacrifice Schemes via ThanksBen: THE Benefits marketplace. Choose the benefits you want, when you want. Pay less tax, receive more value 🎉

Additional:

• Additional Pension Payments
• Workplace nurseries
• Cycle to Work
• Tech Scheme
• Healthcare cash plans, etc

At Wagestream we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Wagestream is an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, or veteran status.

Department

Customer Support

Locations

London Office

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