TodayTix Group on cord

TodayTix Group

Manager, Customer Experience

External position
London, UK
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Active
over 6 months ago
Posted
2 days ago
Checked
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2 days ago

Skills & Experience

Job roles: Customer Operations
Experience level: Senior, Lead
Core skills considered: Customer service, Customer support, CX, Escalations handling
Other skills considered: Performance/paid, Stakeholder Management, Process management, Communication software

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid (up to 3 remote days p/w)
Visa sponsorship: Not available

Job Description

We're looking for a proactive, people-first CX Support Manager to own day-to-day leadership of our UK Customer Experience team, sitting between our London and NYC based CX Leads and our Associate Director of CX Support who is based in NYC. This is a high-impact role for someone who's outgrown pure frontline leadership and is ready to own team performance, translate CX strategy into tactical execution, and manage people who themselves manage people. You'll lead across two offices, with a team split between London and NYC and a direct line to CX leadership in New York.

You'll manage and develop a team of CX Leads and Agents supporting TTG, owning queue and staffing plans, conducting performance evaluations, and making day-to-day decisions within the guardrails set by CX leadership - escalating the complex or cross-brand calls rather than owning global strategy yourself. You'll partner closely with Ops, Product, and Data to keep pushing AI and automation into the workflow, and you'll stay close enough to the queue to know what's actually happening with customers.

We aren't looking for someone who just oversees a dashboard - we need a leader who develops their CX Leads the way a strong CX Lead develops Agents, who can turn a strategic goal into a concrete plan, and who steps into the queue when it matters.

Please note: this is a full-time role and qualified candidates must be based in or near London and have the right to work in the UK. We encourage collaboration by working a minimum of 2 days per week in the office, with flexibility for the rest of the week. Occasional evenings, weekends, and on-call coverage may be necessary, including overlap with our New York-based CX leadership team.


What Success Looks Like:

  • Own CSAT and SLA targets for the UK team through coaching, performance tracking, and capacity planning across CX Leads and Agents.
  • Conduct performance evaluations and development plans for CX Leads, ensuring they're equipped to coach their own Agents effectively.
  • Translate CX strategy set by leadership into concrete workflows, staffing plans, and process changes - making decisions within established guidelines and escalating what falls outside them.
  • Partner with CX Ops, Product, and Data teams, and stay aligned with the global CX Support leadership team on consistency across brands.
  • Own CX documentation and knowledge base content, keeping it accurate and usable while staying consistent with global and retailer standards.

What You'll Do:

  • Manage, coach, and develop a team of CX Leads and Agents in both our NYC and London offices, conducting regular 1:1s, performance reviews, and development plans.
  • Own queue and staffing management for the CX team, including coverage planning, workload distribution, and escalation routing.
  • Translate CX strategy into tactical plans and day-to-day workflows for your team, escalating complex or cross-brand issues to the Associate Director of CX Support who is based in NYC
  • Manage L2 escalations with clarity and empathy, and coach CX Leads to independently own L1 escalations.
  • Monitor team performance and customer insights - CSAT, FCR, QA trends - identifying opportunities to improve support effectiveness.
  • Partner with Ops, Product, and Engineering teams to refine workflows and push forward AI/automation improvements that reduce friction for both the team and customers.
  • Own and maintain CX documentation and knowledge base content, ensuring accuracy and consistency with global resources.

We're Looking For Someone With:

  • 5-6 years of experience in customer experience or support, including 2+ years directly managing a team - ideally with experience managing leads/supervisors, not only individual contributors.
  • A track record of conducting performance evaluations and coaching people leaders, not just frontline specialists.
  • Experience translating strategic direction into tactical plans: workflow design, staffing, and process improvements.
  • Strong written communication skills, with experience owning CX documentation and knowledge base content.
  • Confidence in managing escalations and high-stakes customer interactions, and coaching others to do the same.
  • A collaborative, cross-functional mindset, with experience partnering with Ops, Product, or Data teams.
  • Genuine enthusiasm for AI and automation as tools to scale support without losing the human touch.
  • Comfort working in omnichannel support systems; Gladly experience a plus.

Company Benefits

  • Employee Assistance Program
  • Flu (and COVID) Jab
  • Free eye test
  • Pension; 4% Employer vs 4% Employee
  • Access to a bespoke Pension scheme
  • Birthday off
  • Sick pay (7 days)
  • 3 months of Parental leave
  • Salary Sacrifice Car Scheme
  • RAC Membership
  • Employee Charity Donation Matching (£200 annually)
  • £260 Work From Home budget
  • Cycle to work scheme £500 (£2000 post-COVID)
  • Season Ticket Loan (post-COVID)
  • Employee Referral Bonus (post-COVID)
  • £800 Annual Budget for personal development (post-COVID)
Manager, Customer Experience at TodayTix Group
Position posted 2 days ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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