Customer Retentions Manager

London

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Who are we?

WorldRemit is changing the way people send money abroad. We’ve taken something complicated and made it simple, so that sending money is as easy as sending a text message  Tap the WorldRemit app or head to  on our website, and your international transfer is made – to a bank account, cash pickup, Mobile Money, or airtime top-up. Founded in 2010, we send international remittances from 50 countries to more than 150 countries and we continue to expand our footprint.

Using WorldRemit is easy because we do the hard part, connecting hundreds of banks, money agents, mobile operators and payment systems around the world. These were never designed to work together, but WorldRemit makes it happen.

WorldRemit has grown - on average - by 50% year on year and is now processing over £3.1bn of remittances on an annualised basis.  WorldRemit’s success, and the size of the market it is operating in, means it has attracted investment from the world’s leading technology and impact investors, Accel, Technology Crossover Ventures (TCV) and Leapfrog with $370m invested to date. We currently employ close to 1,000 employees and have offices in London, USA, Philippines, Poland, Australia, New Zealand, Canada, Japan, Hong Kong and other locations.

The journey is just beginning. We believe in faster, simpler, more accessible money transfers. That means building better products and services for our customers. 

Changing the world isn’t easy – so we only hire the most talented people. You need to think differently, believe in new solutions to old problems, and have the drive to make them happen. We aim to attract, retain and develop people that can bring to life our values: 

  • Aim high - We dream big, think bold and go the extra mile
  • Embrace challenge - We ask questions, start conversations, and always love to learn
  • Do what’s right - We act with integrity, building trust in ourselves and in our business

You can learn more about our culture and how we work by watching this video on our Careers page: https://www.worldremit.com/en/careers

 

About the Role

 

WorldRemit is growing fast. To make sure we are delivering the great service we expect for our customers, we’re changing the way we organise ourselves to help our customers when something goes wrong. This newly created leadership role will focus our specialist team in CS on retaining a customer and making sure we fix any issues for the next customer. You will champion our departmental and organisational goals and values by providing and promoting excellent customer service and be key to the successful implementation of the customer resolution process. You will deliver solutions to customer complaints and provide an understanding of root causes to improve the service and share with internal stakeholders. You will be comfortable communicating with colleagues at all levels.

As part of the Customer Care Leadership team you will attend weekly meetings with Operational Managers and input to the C Suite (SWRM) Monthly Reviews spotlighting issues and trends on complaints.

As this is a new role, we are looking for a Customer Service pioneer. Someone who will innovate, drive and create a step change in our ability to manage complex cases well and will pride themselves and their team in turning around tricky cases to successful outcomes.

 

Responsibilities

  • To lead and motivate and coach the Retentions team to achieve targets to reduce customer churn.
  • To build internal relationships with operational managers and teams to ensure we respond to any underlying customer concerns
  • To implement and maintain a set of comprehensive policies and procedures.
  • To identify high-profit customers and proactively retain them.
  • To act as a point of escalation when required and to help manage customer expectations
  • Assist in the resolution of complaints for the organisation via a centralised team
  • Support the production of regular reporting including analysis of trends and themes
  • Undertake root cause investigations and recommend improvements to WR services and processes.
  • Be aware of industry best practices and make recommendations for improvement as required.
  • To comply with any and all conduct rules which are from time to time issued by the FCA
  • Maintain customer confidentiality ensuring compliance with GDPR.
  • Continuously develop self and keep knowledge up to date using the knowledgebase and by gathering feedback from the operational team and actively handling cases
  • Act as an ambassador for the company’s culture and values

 

Summary of required experience & attributes

You have great customer empathy, proven persuasion ability, and can guide and reassure, whilst always acting with integrity. You will be a positive, solutions focussed leader and customer champion with a passion for solving tricky problems and driving outcomes and resolutions which meet customer and organisational needs.

  • You are comfortable working in a fast paced, target driven environment
  • You can ‘translate’ between technical and non-technical teams, and can empathetically communicate a customer’s pain to internal WR teams
  • You have high emotional intelligence and problem-solving abilities
  • At least 5 years Contact Centre or Financial Institution previous experience of working in the Financial Services/customer services Industry
  • Knowledge and compliance with laid down policies and or procedures
  • To be able to prioritise and meet deadlines
  • High standard of accuracy & attention to detail
  • Self-starter, able to use own initiative
  • Organised and disciplined

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