Programme Manager, Telco

Flatpay

ABOUT THE JOB Flatpay is one of Europe’s fastest-growing fintech companies and we’ve recently launched in the UK. Role Title Role: Customer Support Team Lead Location: 5 days a week – London, White City Lead and develop our UK Customer Support team as we scale – owning quality, performance, and day-to-day operations. Responsibilities * Manage day-to-day operations of the UK Customer Support function. * Coach, train, and develop agents; run regular 1:1s, side-by-sides, and quality reviews. * Own team KPIs – CSAT, response and resolution times, ticket volume. * Handle escalations and difficult customer conversations personally where needed. * Own and continuously improve the QA framework – set the standard, measure against it, close the gaps. * Manage shift coverage, holiday planning, and absence across the operating window. * Surface trends from customer interactions and feed them back to operations. * Lead onboarding for new joiners and contribute to recruitment. Skills & Attributes * Strong leadership – you take ownership, care about your colleagues and strive for excellence. * Comfortable in high-volume phone-based environments – on the queue, not just behind a dashboard. * Resilience and composure when handling difficult or escalated customer conversations. * Data-driven mindset – you track what matters and use it to coach and improve. * Organisation and time management across scheduling, 1:1s, and quality reviews. * Fluent with CS tooling – ticketing systems, CRMs, diallers, and quality frameworks. Our Values At Flatpay, how we work matters as much as what we achieve. Happy Humans – We bring energy to our work and create teams people enjoy being part of. No Assholes – We perform at a high level while treating colleagues and customers with respect. It’s Our Business, Own It – Everyone takes responsibility and manages their work like it’s their own business. Start With No – We challenge ideas, think commercially and focus on what truly creates value. Sky-High Ambitions – We set bold goals and expect people to keep raising the bar. The Best Argument Wins – Titles don’t decide outcomes. We debate openly to reach the best decisions. Background & Requirements * 2+ years directly managing a customer support, contact centre, or operations team with direct reports. * Demonstrable track record improving a team-level KPI (CSAT, response times, FCR, productivity) – be ready to talk numbers. * Direct experience handling escalations and difficult customer conversations. * Experience designing or running a QA framework, knowledge base, or training programme. * Fluent in English. * Right to work in the UK (unfortunately we can’t offer visa sponsorship right now). Nice to have * Fintech, payments, SaaS, telco, energy, or insurance background. * Experience managing or working alongside outsourced/BPO teams. * Experience with vulnerable customer handling or FCA-regulated environments. Hiring Process 1. Application Review – Our Talent Team reviews your CV to assess experience and potential fit. 2. Talent Team Call (20–30 minutes) – A conversation to understand your background and experience. 3. First stage interview - A 1:1 Microsoft Teams interview with the hiring manager. 4. Final Interview – A 1:1 In person interview with the hiring manager. 5. Offer – Successful candidates receive a fast-turnaround offer, with onboarding dates available monthly.

Baringa

ABOUT BARINGA  Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation. Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors. Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World’s Best Management Consulting Firms. OUR CUSTOMER PRACTICE ARE LOOKING FOR A VISIONARY CUSTOMER EXPERIENCE SENIOR MANAGER TO JOIN THE TEAM.  Customer experience is evolving rapidly, with rising expectations, advancing technologies, and a focus on delivering measurable business benefits through differentiated experiences. Our passionate team drives meaningful improvements by working end-to-end—from strategy and customer needs analysis to designing and delivering impactful products and services. With expertise in business, technology, and AI, we lead the way in driving transformational change. We’re seeking experienced management consultants with a proven track record of delivering customer experience transformations across all industries. Candidates must demonstrate experience working with the technologies that underpin outstanding customer experiences—such as large customer engagement platforms, customer data platforms, and customer contact technologies, including advanced AI solutions. Beyond having a strong perspective, you should have directly implemented these innovations to achieve significant customer and business impact. You will be involved in helping clients transform into a customer-centric organisation and delivering a world class customer experience. We are looking for you, if you are passionate about: * Customer Experience Strategy & Design: Understanding the clients’ customer journeys, defining the vision, designing the guardrails, and prioritizing the programme improvement opportunities. Leveraging emerging and market leading AI solutions to drive enhanced customer, employee, and user experiences. * Reimagining Service: Helping clients reimagine their perception of the contact centre from a cost-sink to a value-add function. Designing and delivering new channels, automation, Contact Centre as a Service technology (CCaaS), AI, and improved routing / IVR.   WHAT YOU WILL BE DOING This is a leadership role in our Customer team. We are looking for a leader who is comfortable shaping, leading, and delivering work across the customer lifecycle. As part of our customer leadership team, you should be able to successfully demonstrate the ability to identify and capitalize on areas of opportunity that could result in sales. While first-hand experience in selling professional services within the customer domain is desirable, what is essential is your capability to spot and pursue opportunities for growth and business development. we expect you to be able to successfully demonstrate:  * True thought leadership with deep expertise in emerging technology and customer experience, maintaining market eminence through client engagements and industry events, whilst leveraging this knowledge to enhance client work and go-to-market proposition. * A proven team builder with a track record of nurturing talent, growing teams, and inspiring future leaders. * Skilled in driving growth in Customer work through collaboration, leading proposals, sharing insights, and leveraging networks to boost sales and business development. * Experienced in selling and delivering customer-focused transformation programmes, blending Design and Delivery to achieve exceptional outcomes. We are also looking for a leader with a depth of experience in Customer Service. Areas we are particularly interested in are: * Proven expertise in shaping and delivering future-focused customer service solutions, with management consultancy experience. * Experience in selling professional services within the customer domain is desirable * Demonstrated success in delivering innovative customer service programmes, applying technology in contact centres and digital channels, ensuring user adoption, and managing complex change initiatives.   YOUR SKILLS AND EXPERIENCE * Leadership experience in Customer Experience and Customer Service, with expertise in Agile methodologies. * Skilled in team leadership, capability building, and engaging with senior stakeholders, including C-suite and Board level executives. * Shaping and delivering end-to-end Customer Transformation Programmes, from strategy to execution * Strong knowledge of technology and channel, including Contact Centre, Digital, Cloud/CCaaS, and emerging technologies to drive transformative customer experiences. * Broad commercial acumen with exposure to professional services work desirable but not essential     WHAT A CAREER AT BARINGA WILL GIVE YOU  PUTTING PEOPLE FIRST. BARINGA IS A PEOPLE FIRST COMPANY AND WELLBEING IS AT THE FOREFRONT OF OUR CULTURE. WE RECOGNISE THE IMPORTANCE OF WORK-LIFE BALANCE AND FLEXIBLE WORKING AND PROVIDE OUR STAFF AMAZING BENEFITS. SOME OF THESE BENEFITS INCLUDE:  * Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.  * Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.  * Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.  * Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.  * Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.  DIVERSITY AND INCLUSION We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.  AN AWARD-WINNING WORKPLACE You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. Click here to see some of our recent awards and how we’ve achieved this.  USING BUSINESS AS A FORCE FOR GOOD.  We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve.  We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have.   JOIN US All applications received will be reviewed by a member of our Talent Acquisition team. We never rely solely on automated screening or AI tools to make hiring decisions. Your application will be considered for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed. Please contact a member of our Recruitment Team to discuss further.   BARINGA PRIVACY NOTICES For UK & EU Your personal data will be retained by Baringa for up to two years, in accordance with our UK Recruitment Privacy Notice / EU Recruitment Privacy Notice, to evaluate your application and meet our legal and reporting obligations. In line with the General Data Protection Regulation (GDPR), you have the right to request access to, rectification, or erasure (subject to legal limitations) of your personal data. For more information, please contact us at privacy@baringa.com For the USA Your personal data may be retained by Baringa for up to two years, as outlined in our Recruitment Privacy Notice (AMER & APAC), to support the recruitment process and internal reporting requirements. Where applicable, and in accordance with relevant federal and state laws, you may have the right to request access to or correction of your personal information. For further details, please contact privacy@baringa.com For Australia & Singapore Your personal data will be retained by Baringa for up to two years, in accordance with our Recruitment Privacy Notice (AMER & APAC), to assess your application and meet applicable reporting and legal obligations. In line with the Australian Privacy Act and Singapore’s Personal Data Protection Act (PDPA), you may have rights to access, correct, or request limited deletion of your personal data. For more information, please contact us at privacy@baringa.com

Baringa

ABOUT BARINGA  Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation. Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors. Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World’s Best Management Consulting Firms. OUR HOME AFFAIRS PRACTICE ARE LOOKING FOR AN EXPERIENCED SENIOR MANAGERS TO JOIN THE TEAM.  We collaborate across the criminal justice system and champion the work of Arm’s Length Bodies, helping our clients realise diverse ambitions and better serve citizens throughout the UK. Our Home Affairs team works at the heart of UK Government, partnering with Policing, Defence, Justice and Home Office clients to deliver lasting change.  The UK public sector faces major challenges over the coming years, alongside significant opportunities to deliver against the government’s missions. If you are excited about working alongside our clients to solve complex problems and improve outcomes for citizens, we would love to hear from you.  We support some of the public sector’s most important programmes across Whitehall and the wider public sector, using our skills in Strategy and Business Cases, Project Delivery, Operational Delivery, DDaT and Government Commercial.    WHAT YOU WILL BE DOING As a Senior Manager in our Home Affairs team, you will lead the delivery of complex, high-impact work across policing, justice, defence and the Home Office. You will play a pivotal role shaping solutions, leading teams, and working closely with senior client stakeholders to deliver measurable outcomes across critical government priorities.  You will typically lead workstreams or engagements, combining structured problem-solving with hands-on delivery. Alongside delivering impact for clients, you will contribute to developing our people, strengthening client relationships, and supporting the growth of our Home Affairs practice. You will lead the design and delivery of complex transformation and improvement work, typically owning workstreams or defined engagements. This may include:  * Leading multi-disciplinary teams to deliver transformation programmes that improve citizen outcomes, public safety and operational resilience  * Shaping and delivering business cases, funding strategies and investment decisions for major public sector initiatives  * Designing operating models, service blueprints and organisational solutions for new or transforming government functions  * Leading the assessment and implementation of policy, operational and service changes across policing, justice, defence and Home Office environments  * Establishing effective programme governance, performance tracking and risk management to ensure delivery confidence and measurable outcomes  * Building strong, trusted relationships with senior client stakeholders, acting as a day-to-day delivery lead and advisor  * Leading teams and clients through complex problem-solving, using data, digital and analytics (including AI-enabled approaches) to drive evidence-based decisions  * Driving sustainable implementation, embedding change and building client capability  * Contributing to commercial and procurement strategy, including market engagement, supplier strategy and complex sourcing activity    YOUR SKILLS AND EXPERIENCE    We are looking for individuals who demonstrate strong delivery leadership, client impact and growth mindset, rather than a specific number of years’ experience.  * Proven experience leading the delivery of complex projects, programmes, or transformation initiatives  * Experience working with, or within, government or public sector organisations (particularly policing, defence, justice or Home Office)  * Strong track record of structuring and solving complex problems, translating analysis into practical, implementable solutions  * Experience leading teams and developing others in delivery-focused environments  * Ability to build trusted relationships with senior client stakeholders and influence decision-making  * Experience operating within programme governance, managing risks, and driving delivery outcomes  * Strong communication and storytelling skills, with confidence presenting to senior audiences  * Interest or experience in digital, data, analytics or AI-enabled transformation within public services  * Strong commercial awareness with the ability to spot opportunities, shape work and contribute to proposals or growth activity   WHAT A CAREER AT BARINGA WILL GIVE YOU  PUTTING PEOPLE FIRST. BARINGA IS A PEOPLE FIRST COMPANY AND WELLBEING IS AT THE FOREFRONT OF OUR CULTURE. WE RECOGNISE THE IMPORTANCE OF WORK-LIFE BALANCE AND FLEXIBLE WORKING AND PROVIDE OUR STAFF AMAZING BENEFITS. SOME OF THESE BENEFITS INCLUDE:  * Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.  * Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.  * Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.  * Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.  * Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.  DIVERSITY AND INCLUSION We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.  AN AWARD-WINNING WORKPLACE You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. Click here to see some of our recent awards and how we’ve achieved this.  USING BUSINESS AS A FORCE FOR GOOD.  We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve.  We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have. JOIN US All applications received will be reviewed by a member of our Talent Acquisition team. We never rely solely on automated screening or AI tools to make hiring decisions. Your application will be considered for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed. Please contact a member of our Recruitment Team to discuss further.   BARINGA PRIVACY NOTICES For UK & EU Your personal data will be retained by Baringa for up to two years, in accordance with our UK Recruitment Privacy Notice / EU Recruitment Privacy Notice, to evaluate your application and meet our legal and reporting obligations. In line with the General Data Protection Regulation (GDPR), you have the right to request access to, rectification, or erasure (subject to legal limitations) of your personal data. For more information, please contact us at privacy@baringa.com For the USA Your personal data may be retained by Baringa for up to two years, as outlined in our Recruitment Privacy Notice (AMER & APAC), to support the recruitment process and internal reporting requirements. Where applicable, and in accordance with relevant federal and state laws, you may have the right to request access to or correction of your personal information. For further details, please contact privacy@baringa.com For Australia & Singapore Your personal data will be retained by Baringa for up to two years, in accordance with our Recruitment Privacy Notice (AMER & APAC), to assess your application and meet applicable reporting and legal obligations. In line with the Australian Privacy Act and Singapore’s Personal Data Protection Act (PDPA), you may have rights to access, correct, or request limited deletion of your personal data. For more information, please contact us at privacy@baringa.com