Twilight Customer Service Team Lead – Part‑Time (Evening Shift) – Remote Contact Centre Leadership Role at arenaflex

About arenaflex – Pioneering the Future of Digital Banking

arenaflex is a fast‑growing, fully licensed digital bank that is reshaping how millions of people manage their money. Since launching in 2014, we have built an intuitive banking app that puts clarity, control, and smart financial tools directly into the hands of our customers. Our platform supports both consumers and small‑to‑medium enterprises (SMEs), delivering innovative B2B banking and payments services that empower businesses to thrive.

With nearly three million personal accounts and over 480,000 business accounts, arenaflex has earned a reputation for excellence, winning multiple industry awards for best current account, best banking provider, and being the most switched‑to bank in recent years. Our team of more than 1,800 professionals works across vibrant offices in London, Southampton, and Cardiff, as well as from home, fostering a culture that blends the agility of a tech start‑up with the stability of a regulated bank.

We are committed to diversity, inclusion, and creating an environment where every employee can bring their authentic self to work. At arenaflex, you will join a purpose‑driven organization that values innovation, collaboration, and continuous learning.

Role Overview – Twilight Customer Service Team Lead (Part‑Time)

arenaflex is seeking an inspiring and results‑driven Twilight Customer Service Team Lead to manage our evening contact‑centre team. This part‑time role (30 hours per week) operates on a four‑week rotation, covering shifts from 5 pm to midnight, Monday through Sunday. You will lead a talented group of agents who provide exceptional support via phone, email, live chat, and social media, ensuring our customers receive the clarity and control they expect from arenaflex.

The position is primarily remote, with one office day per month to foster face‑to‑face collaboration and team bonding. You will enjoy a balanced schedule that includes two full weekends off during each four‑week rotation, generous holiday allowances, and a suite of benefits designed to support your wellbeing and professional growth.

Key Responsibilities

• Team Culture & Motivation: Positively influence and nurture a high‑performing, customer‑centric culture within the twilight team.
• Coaching & Development: Mentor, coach, and develop contact‑centre staff, delivering on‑the‑job training and up‑skilling without relying on large, formal training sessions.
• Customer Interaction: Provide exemplary service across multiple channels—phone, email, live chat, and social media—demonstrating best‑in‑class communication skills.
• Issue Resolution: Respond to customer complaints, investigate root causes, and escalate complex issues when necessary, always aiming for swift, satisfactory resolutions.
• Solution Ownership: Take ownership of customer problems, proposing and implementing solutions that benefit both the customer and arenaflex.
• Continuous Improvement: Champion a culture of continuous improvement by identifying process inefficiencies, recommending enhancements, and driving implementation.
• Proactive Problem‑Solving: Anticipate potential service disruptions and develop preventive measures to maintain seamless operations.
• Leadership in a 24/7 Environment: Coordinate with other shifts to ensure consistent service standards across the full 24‑hour operation.
• Adaptability & Change Management: Lead the team through rapid changes, adapting strategies and workflows to meet evolving business needs.
• Performance Management: Balance workload, schedule resources, and prioritize tasks to meet service level agreements (SLAs) and key performance indicators (KPIs).

Essential Qualifications

• Proven experience leading a contact‑centre or customer‑service team, preferably in a fast‑moving, technology‑focused environment.
• Demonstrated ability to coach, develop, and motivate staff, fostering a collaborative and high‑energy atmosphere.
• Exceptional written and verbal communication skills, with the ability to convey complex information clearly and empathetically.
• Strong analytical mindset, capable of interpreting performance data and translating insights into actionable improvements.
• Experience handling multi‑channel customer interactions (phone, email, chat, social media) and resolving escalated issues.
• Flexibility to work evening hours (5 pm‑12 am) on a rotating schedule, including occasional weekend coverage.
• Comfort with remote work tools and virtual collaboration platforms.

Preferred Qualifications

• Background in the financial services or digital banking sector.
• Familiarity with contact‑centre technologies such as CRM platforms, ticketing systems, and workforce management software.
• Experience implementing process‑improvement methodologies (e.g., Lean, Six Sigma).
• Certification in people management or customer‑experience excellence.

Core Skills & Competencies

• Leadership Presence: Ability to lead by example, inspire confidence, and maintain composure under pressure.
• Customer‑First Mindset: Deep empathy for customers and a relentless drive to exceed their expectations.
• Problem‑Solving: Proactive identification of issues and creative development of sustainable solutions.
• Data‑Driven Decision‑Making: Comfortable using metrics to guide coaching, scheduling, and process enhancements.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly and new initiatives are introduced regularly.
• Collaboration: Strong partnership skills to work effectively with product, compliance, and other internal teams.
• Time Management: Ability to juggle multiple priorities while maintaining high standards of service delivery.

Benefits & Perks – What arenaflex Offers You

• Competitive Salary: Market‑aligned remuneration for part‑time leadership roles.
• Generous Holiday Package: 25 days of annual leave plus an extra day for your birthday; additional days accrue with length of service, and you can buy or sell up to five extra days.
• Volunteer Time Off: 16 paid hours per year to support charitable causes.
• Pension & Salary Sacrifice: Enhanced company pension scheme with salary‑sacrifice options.
• Life Insurance: Coverage at 4× your salary for peace of mind.
• Private Medical Insurance: Comprehensive health cover through arenaflex, including mental health support, cancer care, and partner benefits.
• Family‑Friendly Policies: Flexible working arrangements, parental leave, and support for caregivers.
• Wellness & Lifestyle Perks: Access to arenaflex membership for retail discounts, a wellness platform for physical and mental health, and weekly free or boosted perks.
• Mobility & Sustainability Benefits: Cycle‑to‑Work scheme, salary‑sacrificed gym memberships, and electric‑vehicle leasing options.
• Learning & Development: Ongoing training, mentorship programs, and opportunities to attend industry conferences.

Career Growth & Development at arenaflex

arenaflex invests heavily in the professional growth of its employees. As a Twilight Customer Service Team Lead, you will have clear pathways to advance into senior operations, product, or people‑leadership roles. Our internal mobility program encourages cross‑functional moves, and we provide tuition reimbursement for relevant certifications and courses.

Regular performance reviews, personalized development plans, and access to senior leadership ensure you receive the guidance and exposure needed to accelerate your career.

Work Environment & Culture

Our culture blends the agility of a tech start‑up with the responsibility of a regulated bank. We champion a collaborative, inclusive atmosphere where ideas are welcomed from every level. Remote work is the norm, supported by robust digital tools, while occasional in‑office days foster personal connections.

arenaflex celebrates diversity and strives to create a workplace where every voice is heard. Employee resource groups, mentorship circles, and regular town‑hall meetings keep our community engaged and aligned with our mission to democratize financial wellbeing.

Application Process

If you are passionate about delivering outstanding customer experiences, enjoy leading teams through change, and thrive in an evening‑shift environment, we want to hear from you. To apply, click the link below and submit your resume, cover letter, and any supporting documents that showcase your leadership achievements.

Apply Now – Join arenaflex Today!

Closing Statement

At arenaflex, you will be part of a purpose‑driven organization that values innovation, empathy, and continuous improvement. Your leadership will directly impact the satisfaction of thousands of customers who rely on our app for financial clarity and control. Join us, lead the twilight team, and help shape the future of digital banking.