Social network you want to login/join with:
Who we’re looking for: A hands-on leader and mentor for our UK Customer Support team
The challenge:
To empower and guide the Hove-based team by fostering a culture of accountability and excellence, leading by example with high-quality service, and ensuring seamless alignment with global operations to deliver exceptional client support Where you’ll work:
This role will be based in our Hove office 3 days a week The Tillo Difference
We're in the business of rewards and incentives, so we know a thing or two about the importance of giving back. We can't grow as a business without growing as individuals, so we are committed to providing a workplace where passionate, driven individuals can thrive. We value collaboration, trust, positivity, and a willingness to learn - only by working as a team will we reach our goals. We’re the market leader in the UK and are active in a number of other markets including USA, Europe, Australia, and India. Day to day this role will
be responsible for leading and motivating the Client Services team to deliver excellent customer service while supporting ongoing process improvements. You'll manage day-to-day operations, delegate tasks, and ensure smooth service delivery across key projects. Additionally, you will act as the main point of escalation for complex issues, supporting the team in maintaining high standards of client satisfaction.
Main duties and areas of responsibility:
Team Leadership : Lead the Client Services team, providing mentorship and support to ensure the team is equipped to handle day-to-day queries and larger projects efficiently. Service Delivery : Oversee the successful delivery of customer service, ensuring tasks and projects are completed to a high standard while maintaining close collaboration with the Client Services Manager. Task Delegation : Assign tasks within the team to ensure smooth delivery of client services, taking ownership of escalations and more complex queries. Process Improvements : Identify and implement process improvements to enhance the efficiency of service delivery and the team’s overall performance. Reporting and Data Analysis : Support in creating and maintaining reports in Zendesk to track team performance against KPIs, OKRs, and SLAs. Provide insights into opportunities for continuous improvement. Meeting Leadership : Lead internal meetings with team members and cross-departmental collaborations. Participate in external meetings with clients and suppliers to ensure clear communication and alignment of goals. Client Relations : Regularly meet with key clients to gather feedback and provide updates on service delivery, resolving issues where necessary to maintain client satisfaction. Escalation Management : Act as the first point of escalation for complex client queries, including managing fraud and payment disputes. Content Creation : Create and maintain client-facing documentation to support self-service and ensure clients can easily find solutions to common queries. Compliance and Security : Ensure that all processes follow security and data protection regulations, such as ISO standards and GDPR, in collaboration with the relevant teams. Who we’re looking for
Strong leadership skills with experience managing and mentoring a team. Proven experience in client services or a similar customer-facing role. Excellent problem-solving and decision-making abilities. Ability to manage multiple priorities in a fast-paced environment. Experience working with data and reporting tools, such as Zendesk Explore. Strong communication skills, both written and verbal. Understanding of security and data protection regulations like ISO standards and GDPR.
It’s not essential, but we’d love to hear about it if you have experience with
Previous experience in SaaS or tech industries. Familiarity with automation and AI tools to enhance service efficiency. Experience with project management or process improvement initiatives. We offer all our employees trust and empower our team to work with flexibility and autonomy. We’re a close-knit team and love working collaboratively, with our hybrid model, our team can come together at our fantastic office in Hove, but also focus in their own space. The Tillo team are a motivated bunch and we all work hard to push Tillo forwards, always innovating. We completely understand the importance of work/life balance and offer a supportive and collaborative working environment with the following benefits:
️ Enhanced annual leave of 26 days per annum Private Medical care through Vitality Designated share options Access to Tillo’s Storefront with discounts & gift card vouchers Hybrid Working Top spec equipment including laptop, mouse, keyboard, monitor Anniversary gifts Monthly breakfasts, drinks, snacks and events Tillo was founded in 2016. From the start, our goal was to set a new global standard for rewards and incentives, and we're proud to have achieved just that. Our rich network encompasses 2,000+ of the world's best-loved brands, and we're just getting started! We operate in 37 countries and 25 currencies and have processed over $4bn worth of digital gift cards through our robust platform. We have offices in the UK and the US, and our team has surpassed 130+ employees and counting.
#J-18808-Ljbffr
To empower and guide the Hove-based team by fostering a culture of accountability and excellence, leading by example with high-quality service, and ensuring seamless alignment with global operations to deliver exceptional client support Where you’ll work:
This role will be based in our Hove office 3 days a week The Tillo Difference
We're in the business of rewards and incentives, so we know a thing or two about the importance of giving back. We can't grow as a business without growing as individuals, so we are committed to providing a workplace where passionate, driven individuals can thrive. We value collaboration, trust, positivity, and a willingness to learn - only by working as a team will we reach our goals. We’re the market leader in the UK and are active in a number of other markets including USA, Europe, Australia, and India. Day to day this role will
be responsible for leading and motivating the Client Services team to deliver excellent customer service while supporting ongoing process improvements. You'll manage day-to-day operations, delegate tasks, and ensure smooth service delivery across key projects. Additionally, you will act as the main point of escalation for complex issues, supporting the team in maintaining high standards of client satisfaction.
Main duties and areas of responsibility:
Team Leadership : Lead the Client Services team, providing mentorship and support to ensure the team is equipped to handle day-to-day queries and larger projects efficiently. Service Delivery : Oversee the successful delivery of customer service, ensuring tasks and projects are completed to a high standard while maintaining close collaboration with the Client Services Manager. Task Delegation : Assign tasks within the team to ensure smooth delivery of client services, taking ownership of escalations and more complex queries. Process Improvements : Identify and implement process improvements to enhance the efficiency of service delivery and the team’s overall performance. Reporting and Data Analysis : Support in creating and maintaining reports in Zendesk to track team performance against KPIs, OKRs, and SLAs. Provide insights into opportunities for continuous improvement. Meeting Leadership : Lead internal meetings with team members and cross-departmental collaborations. Participate in external meetings with clients and suppliers to ensure clear communication and alignment of goals. Client Relations : Regularly meet with key clients to gather feedback and provide updates on service delivery, resolving issues where necessary to maintain client satisfaction. Escalation Management : Act as the first point of escalation for complex client queries, including managing fraud and payment disputes. Content Creation : Create and maintain client-facing documentation to support self-service and ensure clients can easily find solutions to common queries. Compliance and Security : Ensure that all processes follow security and data protection regulations, such as ISO standards and GDPR, in collaboration with the relevant teams. Who we’re looking for
Strong leadership skills with experience managing and mentoring a team. Proven experience in client services or a similar customer-facing role. Excellent problem-solving and decision-making abilities. Ability to manage multiple priorities in a fast-paced environment. Experience working with data and reporting tools, such as Zendesk Explore. Strong communication skills, both written and verbal. Understanding of security and data protection regulations like ISO standards and GDPR.
It’s not essential, but we’d love to hear about it if you have experience with
Previous experience in SaaS or tech industries. Familiarity with automation and AI tools to enhance service efficiency. Experience with project management or process improvement initiatives. We offer all our employees trust and empower our team to work with flexibility and autonomy. We’re a close-knit team and love working collaboratively, with our hybrid model, our team can come together at our fantastic office in Hove, but also focus in their own space. The Tillo team are a motivated bunch and we all work hard to push Tillo forwards, always innovating. We completely understand the importance of work/life balance and offer a supportive and collaborative working environment with the following benefits:
️ Enhanced annual leave of 26 days per annum Private Medical care through Vitality Designated share options Access to Tillo’s Storefront with discounts & gift card vouchers Hybrid Working Top spec equipment including laptop, mouse, keyboard, monitor Anniversary gifts Monthly breakfasts, drinks, snacks and events Tillo was founded in 2016. From the start, our goal was to set a new global standard for rewards and incentives, and we're proud to have achieved just that. Our rich network encompasses 2,000+ of the world's best-loved brands, and we're just getting started! We operate in 37 countries and 25 currencies and have processed over $4bn worth of digital gift cards through our robust platform. We have offices in the UK and the US, and our team has surpassed 130+ employees and counting.
#J-18808-Ljbffr
