TodayTix Group on cord

TodayTix Group

Customer Experience Support Specialist

External position
London, UK
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Active
over 6 months ago
Posted
5 days ago
Checked
cord regularly checks that external positions are still open
18 hours ago

Skills & Experience

Job roles: Customer Support
Experience level: Junior, Mid
Core skills considered: Customer service, Customer support, CX
Other skills considered: Escalations handling, Copywriting

Logistics

Base salary: £25K - £25K
Employment type: Permanent
Remote working: Hybrid (up to 3 remote days p/w)
Visa sponsorship: Not available

Job Description

We're looking for a thoughtful, empathetic, and solutions-driven Customer Experience (CX) Support Specialist to join our CX team and help shape the way we support our customers-and our bot. You'll be on the front lines of support, delivering timely, human, and brand-aligned assistance across chat, phone, and email, while playing a vital role in improving our tools and customer journey.

In this role, you'll be more than a support agent-you'll be a critical feedback loop for both our chatbot and product teams. Whether you're identifying unclear bot responses, surfacing customer pain points, or proposing a more human way to communicate a policy, your insight will help us continuously improve.

If you're the kind of person who gets satisfaction from solving problems creatively, writing empathetic and articulate responses, and thinking like a customer advocate, we'd love to hear from you.

You should also be excited about AI and its everyday applications, and eager to explore how it can enhance customer support and team workflows-not replace the human touch.


What Success Looks Like:
💬 Exceptional Communication 12 Write and speak with clarity, warmth, and adaptability across brands and situations, maintaining a consistent CSAT score of 90%+. 12 Bot & Product Feedback 12 Proactively flag unclear or ineffective chatbot responses, surface recurring product friction, and provide actionable insights to help teams improve the customer experience. 12 Creative Problem Solving 12 Approach each enquiry with curiosity and empathy-tailoring responses, offering thoughtful solutions, and balancing policy with flexibility. 12 Operational Excellence 12 Manage tickets, escalations, and admin tasks accurately and efficiently.


What You'll Do:

  • Provide direct customer support via chat, phone, and email, delivering personalised, thoughtful responses across multiple brands.
  • Handle L1 escalations with care and sound judgement
  • Offer constructive, detailed feedback to improve chatbot responses, automations, and product experience-flagging what doesn't work and suggesting how it could.
  • Collaborate with your team and CX Support Manager to identify trends, pain points, and opportunities for improvement.
  • Execute key operational tasks at short notice with strict deadlines.
  • Contribute to documentation by refining macros, internal resources, and knowledge base content to improve future interactions-for both humans and bots.

We're Looking for Someone With:

  • 1-2 years of experience in a customer-facing role, preferably in support, hospitality, or tech.
  • Exceptional written and verbal communication skills-you know how to explain things clearly, humanely, and with the right tone.
  • A passion for helping people and a curious, creative approach to problem solving.
  • The ability to observe and describe technology and product behaviour, and share feedback clearly.
  • Enthusiasm about AI and automation as tools to support great customer experiences-not as a replacement for the human touch.
  • Comfort working in support systems and juggling multiple tasks and brands at once without sacrificing quality.
  • An openness to collaboration, iteration, and feedback, with a focus on continuous improvement.

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)
Customer Experience Support Specialist at TodayTix Group
Position posted 5 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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