Customer Team Leader
Kent, United Kingdom
Operations (CS, Collections, Complaints, Fraud and Fincrime, Ops, QA) – Operations Team /
Full time /
Hybrid
About Lendable
Lendable is on a mission to make consumer finance amazing: faster, cheaper and friendlier.
> We're building one of the world’s leading fintech companies and are off to a strong start:
> One of the UK’s newest unicorns with a team of just over 400 people
> Among the fastest-growing tech companies in the UK
> Profitable since 2017
> Backed by top investors including Balderton Capital and Goldman Sachs
> Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)
So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.
We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.
Join us if you want to
> Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
> Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
> Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting
About the role
Our Customer Service team is all about helping people. We’re here to walk customers through every stage of their journey, whether they’re applying for a loan, card, or Motor service, making sure they feel supported every step of the way. We aim to resolve any questions or concerns quickly, so they know we’re always here for them.
As a Customer Operations Executive, you’ll be part of a team that connects with customers through phone, email, and live chat. You'll bring your problem-solving skills and a caring approach to ensure each interaction is a positive experience. Reporting to the Team Lead, you’ll also help maintain quality and make sure our processes are smooth, so we can always deliver the best outcomes for our customers.
- Undertake coaching to support colleagues and ensure coaching documentation reflects the level of support required
- Own the quality performance of their team, identify themes and trends and actively complete face-to-face and remote coaching of colleagues to help embed processes and deliver good customer outcomes
- Utilise management information reporting, alongside observation to identify opportunities for improvement and to highlight emerging trends for evaluation and focus
- Be accountable for employee engagement within their teams, responding and acting on emerging feedback to improve the overall colleague experience
- Where required, Interact directly with customers via voice/non-voice as part of your role to ensure customer demand is managed in line with agreed service levels
- Complete live interaction marking, ensuring interactions are assessed against Lendables quality assurance scorecard and delivering meaningful and actionable feedback/coaching
- Support Team and other teams in a team lead absence
- Minimum 6 months experience required within Customer Service at Lendable or external financial services background in Loans/Cards/Motor
- Previous coaching or training experience is desirable although not essential
- Lending experience is essential, and additional Card expertise is desirable
- Previous people management skills are desirable
- Good understanding of procedures, systems and processes within the department
- Good understanding of coaching as a discipline and able to apply knowledge and experience to coaching colleagues
- Logical and methodical approach to evaluate situations and select appropriate solutions based on experience and an understanding of procedures.
- Strong prioritisation skills, ability to organise allocate and review work items to colleagues they are coaching
- Resilient and calm approach when faced with difficult situations
- Able to adapt written and verbal communication to an individual's needs
- Strong written and verbal communication skills
- Rapport building with colleagues and customers
- Ability to work to deadlines
- Problem-solving skills and with ability to develop a range of initiatives to address coaching/training needs.
- Ability to operate comfortably in a fast-paced and changing environment.
Life at Lendable (check out our Glassdoor page)
> The opportunity to scale up one of the world’s most successful fintech companies.
> Best-in-class compensation, including equity.
> You can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange ideas.
> Our in-house chef prepares fresh, healthy lunches in the office every Tuesday-Thursday
> We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance
> We're an equal opportunity employer and are looking to make Lendable the most inclusive and open workspace in London
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