About OneBanx (A Glory company)
We are an innovative fintech business bringing in-person banking back to the high street by using cutting edge technology to become the leading shared banking network in the UK. We believe it’s better to get help in person, with a person, so we understand what consumers really need.
No matter which bank you’re with, you can use OneBanx to deposit and withdraw cash, make payments and get help with setting up or using online banking.
Our mission is” to create a sense of community by having opportunities for everyday human interaction. In person. By people. For all your everyday banking needs”
We currently have 11 OneBanx kiosks with plans to open more across the UK. With a number of exciting partnerships recently announced and more in the pipeline, the future is bright and it’s a great time to come & join us!
Role Profile
As an End User Support Specialist, you will manage the daily operations of multiple kiosk locations, ensuring operational efficiency and compliance with industry standards and best practices. Your role will be pivotal in reflecting OneBanx’ s commitment to excellence in every customer interaction. You will set high standards for service delivery and continuously seek ways to enhance the support we provide to our customers.
Key Responsibilities
* Supervise daily operations across multiple kiosk locations to ensure seamless service delivery.
* Perform accurate daily reconciliation of transactions and manage cash-in-transit processes.
* Monitor all transactions to ensure full compliance with regulatory standards, including KYC, KYB, and Enhanced Due Diligence (EDD).
* Provide first-line support to customers and end users via phone, email, and WhatsApp for Business.
* Address and resolve customer queries and complaints promptly and professionally.
* Log, categorize, and prioritize incidents, service requests, and problem tickets accurately.
* Generate and deliver timely reports on a weekly, monthly, and ad-hoc basis.
* Monitor customer satisfaction metrics and implement improvements to enhance the customer experience.
* Oversee kiosk installations and deliver comprehensive staff training to ensure operational readiness.
* Coordinate local marketing initiatives to drive footfall and increase brand visibility.
* Manage and grow the company’s social media presence on platforms such as Facebook and Instagram to engage customers and promote the OneBanx brand.
* Maintain accurate inventory levels across each kiosk locations
Education, Qualifications:
Bachelor’s degree in business, Supply Chain or related field (desirable, but not essential)
or
NVQ Level 3 or higher
Experience:
* Proven experience in a customer service environment (desirable)
* An understanding of financial compliance, including KYC/KYB/EDD (advantageous, not essential)
* Proficiency in using CRM systems, ticketing tools, and social media platforms
Skills & Competencies (required):
* Excellent communication and engagement skills with internal stakeholders and customers
* Ability to plan and prioritise effectively to meet changing priorities and demands
* Delivery and customer focused, thinks strategically and commercially
* Ability to engage and influence stakeholders at all levels in the company
* Is analytical, pragmatic and systematic in approach to problem solving; remains calm and able to make decisions under pressure
* Can manage conflict, knows when to seek input and escalate
* Possessing an analytical, pragmatic, and systematic approach to resolving problems; develops innovative solutions to customer service challenges.
* Attention to Detail: meticulous attention to detail, ensuring data accuracy and reliability.
* Good time management: proficient use of time to effectively plan, organise, initiate and drive solutions to complex operational issues.
What We Offer
* Competitive salary and performance-based bonuses.
* Opportunity to shape the future of a fast-growing company.
* Attractive benefits package.
* Supportive and dynamic work environment.
If you want to be part of our success at OneBanx and have all the attributes required to succeed in this role, apply today!