Established businesses are a vital part of our communities, yet they continue to be underserved by high street banks. Allica was built specifically to meet the unique needs of these businesses.
This role plays a key part in ensuring that as many established SMEs as possible can benefit from opening an Allica current account.
The Customer Success team supports new-to-bank customers originated via our digital and marketing channels and through an assisted onboarding journey.
The team identify opportunities and engage customers via telephone and email to convert qualified leads into open and funded business current accounts.
You will guide the team to have great conversations with customers to explore existing banking pain points and to support these customers in switching to Allica.
You will be accountable for team inputs and performance across the full end-to-end onboarding journey, while ensuring customers receive a consistently excellent onboarding experience with Allica Bank.
You will work collaboratively across Allica — including relationship management, product, marketing and operations — to ensure prospective customers receive exemplary customer service and a strong first impression of the bank.

You will have managed and led a team either in person or remotely, to successfully achieve KPIs relating to customer and colleague experience.
You should have a general understanding of SME financial products (eg payments, lending, accounting, CRM), and ideally specific expertise in business current accounts.
You will have a proven track record in telephone-based lead generation with established SMEs (typically 5-250 employee firms), including business development from cold prospects.
You will have excellent interpersonal and communication skills, together with evidence of outperformance in similar roles through earning customer and colleague trust.
You will demonstrate the ability to work collaboratively with specialist colleagues such as Relationship Managers, Operations, KYCB and underwriters, to deliver a positive outcome for our customers.
You’ll have a proven track record of exceeding targets, providing excellent customer service generating new income opportunities and always considering risk and reputation.
You’ll demonstrate an ability to understand SME financial accounts and associated information.

Customer Success Team Leader

Key skills