Job Specifications
Soldo is here to change the way businesses spend, for the better. So every employee, department, and team is more productive and successful at work. Soldo connects company cards with a powerful management platform so finance teams can distribute money instantly, while staying in control of who spends, how much, where, and on what. With Soldo, budgeting, payments, reporting and reconciliation are simple and efficient.
We're both a financial services and a software company and one of Europe's fastest growing fintech companies. Operating in the UK, Italy and Ireland, we're over 350 employees (from 26 nationalities) strong.
We're a place where anyone can thrive. We're all about doing the right things for the right reasons, high standards, ambition, drive and focus.
What's in it for you
Competitive salary
Private healthcare for you and your family
Pension scheme
Flexible working options which include working from home and our Marylebone office
60 days' work anywhere, even outside the UK if you want
25 days off a year, plus public holidays as well as Christmas Eve and New Years' Eve, 2 volunteering days and an extra day off on your birthday
Genuine career development opportunities, including our mentoring scheme, your own annual PS500 learning budget
Employee Assistance Programme and wellbeing portal
The Role
The Customer Interaction Programme Manager will be responsible for defining in coordination with the FS leadership team, the strategy, the planning and managing the execution of the transformation agenda for Customer Interaction across Europe. This will include the management of any external service providers and their performance, the vendor management of tools providers and ensuring the best fit and any evolution required.
This role is also responsible for leading, for the Head of CI, the evolution and optimization of key customer related processes (e.g. customer complaint, fraud management) and tools used is part of this role remit with the objective of enhancing customer satisfaction/NPS, frictionless customer experience and overall organization efficiency.
We're looking for someone who has:
Led the enhancement of processes, tools and automation across Customer Interaction in multiple markets
Experience in driving change (process/tech/organization) in a customer servicing environment
Very good knowledge of Salesforce, Zendesk, ChatBot solutions, customer communication solutions, and Microsoft office products. Previous experience with AI deployed in Customer services environment welcome.
Co-Designed and implementation lead for CI cross functional processes such as, but not limited to, Onboarding, Ongoing Due Diligence, Complaint management, Fraud management, Charge Back and for monitoring the execution to ensure performance in line with targets.
Solid experience of working in a regulated and service oriented financial service environment and knowledge of relevant regulations (e.g. Consumer Protection Code).
Proven team leadership experience including management of external vendors.
Strong customer care experience with demonstrated track record in improving the levels and standards of Customer Care.
Performance driven, motivated by continuous driving improved performance and KPIs.
Analytical approach to problem solving.
Proactive mindset and able to define and implement processes and solutions to prevent issues
Flexible approach to work, with the ability to multitask.
It would be nice if you have:
Additional Language Skills (Italian or other).
About the Company
Soldo is the proactive spend management solution that frees up businesses to accomplish more. We champion the notion of Progressive Finance, because we believe in a decentralised approach to financial decision-making and greater spending autonomy for everyone. Over 25,000 organisations across 31 countries use Soldo to bring order, efficiency and agility to their decentralised spending, and empower the whole company to spend safely and responsibly. By combining pre-programmed cards, a user-friendly app and a powerful spend ma...
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