Customer Operations Team Leader

About Lendable Lendable is on a mission to make consumer finance amazing:faster, cheaper and friendlier.> We're building one of theworld’s leading fintechcompanies and are off to a strong start:> One of theUK’s newest unicornswith a team of just over 400 people> Among thetop 10 fastest-growingtech companies in the UK> Profitablesince 2017> Backed by top investors includingBalderton CapitalandGoldman Sachs> Lovedby customers with the best reviews in the market (4.9 across 10,000s of reviews onTrustpilot)So far, we’ve rebuilt theBig Threeconsumer 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 these 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 insmall teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo> Build the best technologyin-house, using new data sources, machine learning and AI to make machines do the heavy liftingAbout the roleThe Customer Service department is responsible for working with customers who have queries about their loan/card/Motor from the application stage and supports the end-to-end journey. Our primary role is to be the first point of contact for customers resolving queries at the first point of contact and ensuring customers' needs are met.What you'll be doingLead and manage the performance of your teamUndertake coaching to support colleagues and ensure coaching documentation reflects the level of support requiredOwn 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 outcomesUtilise management information reporting, alongside observation, to identify opportunities for improvement and to highlight emerging trends for evaluation and focusBe accountable for employee engagement within their teams, responding and acting on emerging feedback to improve the overall colleague experienceWhere 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 levelsComplete 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's absenceYour ExperienceMinimum 6 months experience required in financial services background in Loans/Cards/MotorPrevious coaching or training experience is desirable although not essentialLoans experience is essential, and additional Card expertise is desirable.Previous people management skills are desirable What you'll need to succeedGood understanding of coaching as a discipline and able to apply knowledge and experience to coaching colleaguesLogical 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 coachingResilient and calm approach when faced with difficult situationsAble to adapt written and verbal communication to an individual's needs.Strong written and verbal communication skillsRapport building with colleagues and customersAbility to work to deadlinesProblem-solving skills and with ability to develop a range of initiatives to address coaching/training needsAbility 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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