Head of Customer Operations

At Kroo, we’re on a mission to redefine what banking can be. With our innovative approach, we’re building a socially conscious, tech-driven bank that empowers individuals to take control of their finances while fostering positive social and environmental impact.

Our team is passionate, ambitious, and collaborative, driven by a shared vision of making banking simple, fair, and rewarding. As part of the Kroo family, you’ll have the opportunity to make a real difference—not only for our customers but for the communities and causes we care deeply about.

Typical terms of employment:

• Employment contract: Permanent. 
• Location: London.
• Office visit expectations: 1-2 times per week.
• Reporting structure: Chief Operating Officer 
• Salary code and bracket: HCSO6. 

How you will contribute and key responsibilities: 

As the Head of Customer Operations, you will drive the strategic and operational leadership of our customer operations team. You’ll play a crucial role in setting service standards, refining processes, and fostering a culture of continuous improvement, ensuring that our customer experience is industry-leading. You will also serve as a strategic partner across the bank, advocating for the customer and ensuring our service aligns with our growth objectives and product roadmap. Other responsibilities include: 

• Develop and implement Kroo’s retail banking customer service strategy, aligning it with the bank’s overarching goals and vision.
• Lead a multi-channel,customer operations team (including lending collections) to deliver exceptional support across live chat, email, phone, and social media.
• Set high standards for customer care and service, promoting a culture of excellence within the team and the wider organisation.

• Establish and monitor key performance indicators (KPIs) to maintain superior service levels, quality, and efficiency.
• Oversee the end-to-end customer journey, ensuring seamless service delivery across all channels.
• Implement quality control measures and process improvements to optimise team performance and customer satisfaction.

• Analyse customer feedback and service data to identify patterns, challenges, and opportunities for improvement.
• Work with internal stakeholders to drive changes to tools, processes, and policies that enhance the customer experience.
• Champion new technologies and innovations to increase efficiency, support scalability, and improve the overall customer journey.

• Serve as a primary liaison between the customer operations and other departments, particularly Product and Technology, to ensure customer feedback informs ongoing product development.
• Collaborate with senior leaders to integrate customer operations insights into business strategy, marketing, and product roadmaps.

• Build, mentor, and develop a high-performing customer operations management team, ensuring consistent and ongoing training.
• Foster a culture of learning, growth, and accountability, providing regular coaching and development opportunities for staff.
• Lead recruitment, onboarding, and performance management, establishing a supportive environment for team success.
• Assist in optimising lending operations: Support building the lending operations team and scaling loan origination, servicing, and collections processes for future growth

• Ensure all customer interactions are compliant with financial regulations, data privacy standards, and internal policies.
• Proactively manage risks associated with customer operations, developing strategies to mitigate issues and maintain trust with customers.

The following skills and behaviours clearly define what is expected from you to align your efforts with Kroo Bank's goals for this job position. By evaluating performance based on these competencies, both in daily tasks and during annual appraisals, we can identify opportunities for development and also reward outstanding performance.

What we offer:

At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central London.
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel.
• You get full healthcare for you and your nuclear family via Vitality.

Office/remote working

Currently, the majority of Kroo is working fully remotely. Working remotely has changed many of our lives for the better and we are behind continuing the benefits of flexibility once restrictions are lifted. At the same time, we have a beautiful office in London, which, when used for the right things, can be a useful and powerful tool. Currently we see a blended model of working 1-2 days a week in the office, so candidates that are able to travel in occasionally are the best fit for our current working practices. Please note: Our ambition is to be a truly 24/7 customer-focused bank. In order to achieve this, you'll be working shifts across 5 days (Monday - Sunday) and 37.5 hours per week.

Diversity and Inclusion:

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.

To all Recruitment Agencies:

At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aware that Kroo Bank will not assume any responsibility for fees incurred due to unsolicited resumes.

To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.