Client Services Manager 12-month FTC
Client Services Manager 12-month FTC
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Job Description
Client Services Manager 12month FTC)
Edinburgh
- Are you curious excited by experimentation and always looking to innovate
- Do you want to work in embedded payments where you can keep learning and developing whilst getting handson experience
- Do you want to have the opportunity to work in a highgrowth environment with a fastpaced and collaborative culture where you will work to retain and develop strong and longlasting relationships with our clients and partners
If so we would love to connect and collaborate!
We want to hire ambitious and valueadding talent into Modulr one of the fastest growing payments businesses in the UK and Europe.
About Us:
At Modulr our vision is a world where all businesses are powered by embedded payments. Modulr enables businesses from SMEs to Enterprise initially across the UK and Europe to efficiently payin collect and disburse funds instantly via a range of payment schemes accounts and card products.
We have created an industryleading API platform with comprehensive online tools and access to meet the demands of daily business payments. We have two routes to market. Our Core Business Payments product allows customers in any sector to connect to us and our expanding network of accounting and payroll platforms including Sage Xero BrightPay and IRIS to automate payments. Our Vertical Solutions targets a growing range of industry verticals which directly connect their IT platforms to our APIs and webhooks. We solve complex payment problems forhundreds of clients in a range of industries including Travel Lending Wage Advance and Investment & Wealth.
We are deeply integrated into the payment ecosystem. In the UK we are direct participants of Faster Payments and Bacs. Modulr hold settlement accounts at the Bank of England. Our payment network connectivity includes CHAPS Open Banking SEPA SWIFT and account issuance in multiple currencies. We are principal issuing members of Visa and Mastercard schemes across UK and Europe.
Our regulatory permissions and governance structure are the foundations of our business. We are regulated and supervised as an Authorised Electronic Money Institution (AEMI) in the UK by the Financial Conduct Authority and in the Netherlands by De Nederlandsche Bank.
Our founding team has a wealth of experience in the payments industry and growing successful businesses. Modulr is backed by the venture arms of payments giantsPayPalandFIS as well as growth investorsBlenheim ChalcotGeneral AtlanticFrog Capitaland HighlandEurope.
Modulr now has over 400 employees spread globally across offices in London Edinburgh Amsterdam and Mumbai.
Modulr Values:
- Building the extraordinary; going that extra mile.
- Owning the opportunity; be passionate and proud of the time you invest.
- Move at pace; reach goals faster whilst supported on your career journey.
- Achieve it together working collaboratively and being a Modulite.
About the Role and Team:
The Service teams mission is to provide our customers with an exceptional level of service that helps retain and grow their relationships. The Client Service Management team is the voice of our customers ensuring that our services are delivered to the highest standards by working closely with the product team and other internal stakeholders to evolve our offering to meet the dynamic needs of the market. They manage complex customer issues ensuring complaints are identified owned and resolved promptly with a focus on maintaining exceptional customer relationships. To achieve this ourService Managers develop deep expertise in several areas including:
- Modulrs platform products and services.
- The broader payments ecosystem and compliance requirements.
- The various teams within Modulr and how to work with them to achieve outcomes.
- Our clientsvertical markets business models and specific requirements
Each Client Services Manager has a portfolio of customer accounts they are primarily responsible for but they will also work as a team to deliver a consistent level of service excellence across all customers. This includes customers who have not been allocated a specific Service Manager.
Key Responsibilities:
- Reporting to the Head of Customer Service you will manage complex inbound client queries from start to finish ensuring the highest level of customer satisfaction.
- Take ownership of customer complaints from identification through to resolution ensuring all issues are logged tracked and resolved in line with company policy and regulatory standards.
- Work closely with the onboarding and support team to ensure a seamless customer experience during the initial setup and ongoing use of our services.
- Identify trends and opportunities to drive improvements to the Modulr offering by working collaboratively with the product team and other internal stakeholders.
- Implement continuous improvement processes for service delivery complaint management and customer communications.
- Provide reports on service performance customer feedback and complaint resolution.
- Develop and maintain a comprehensive understanding of Modulrs products services and technology to provide proactive best practice guidance and solutions to our customers.
- Foster a culture of excellence within the service team encouraging proactive identification and resolution of potential customer issues.
Develop client relationships that promote retention and loyaltyimproving customer lifetimevalue and retention to help our customers grow and achieve their goals while simultaneously strengthening their relationship with Modulr.
About You:
The successful candidate will have a track record in delivering results in a fastmoving customercentric business and hence be comfortable with change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.
- We are looking for individuals with relevant experience in Technology / SaaS firms or Financial Services.
- Passionate about the customer journey highly motivated intellectually curious analytical and technically savvy.
- Prior experience in a Customer Success or Support role.
- Knowledge of payment schemes specific to the UK and EU and cards.
- Strong interpersonal skills and the ability to read a situation listen framea conversation and deliver presentations and insights to yourclients.
- You have unassailable integrity work ethic humility and team spirit andhave the ambition and desire to work in a highgrowth techcompany.
What can Modulr offer you:
You will be part of a cross disciplinary team(s) with coworkers located in Edinburgh London Amsterdam and India. We are friendly and sociable challenging but rewarding. We want you to push yourself and for us to support you in your future as we scale up and grow.
- Share Options Incentive Scheme.
- Company Bonus the more successful we are together the greater the reward.
- Flexible benefits 1000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs. Including Private medical insurance gym membership health checks etc.
- Perkbox enjoy freebies and discounts on many other products and services.
- 33 days holiday (including bank holidays) & your birthday off choose which days you take off to relax and/or spend time with loved ones.
- Learning Opportunities on joining Modulr you will embark on our 2day onboarding programme called ModStart to be equipped with the Modulr knowhow and arm you with the tools you need to be successful from day 1! But we do not want your learning to stop there so we will continue to provide you with the tools and capabilities through our learning channels and platforms.
- Modulr handson join your colleagues for our company wide events throughout the year.
- Great workspace Modulr thrives on innovation which is best done through inperson collaboration. This approach enables us to work together closely exchange ideas and create innovative solutions that drive our success. We ask our team members to be based in the office 4 or more days a week. We have state of the art offices located in Exchange Crescent Edinburgh Scale Space in London and WeWork in Amsterdam.
- Bike to work / Ebike scheme.
ModInclusion:
At Modulr we are working hard to build a more positive diverse and inclusive culture that helps everyone to feel they belong and can truly bring their whole self to work. Not only is it the right thing to do for everyone in the Modulr team its also the right thing to do for our business the community we operate in and attracting future talent. As part of our approach we actively welcome applications from candidates with diverse backgrounds.
By submitting your CV you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing but please note that this means we will no longer consider you for the role you have applied for.
Required Experience:
Manager
Employment Type
Full Time
