Customer Operations Team Leader

Chatham, United Kingdom Full Time (Permanent) Hybrid Customer Operations About the role The 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 doing Lead and manage the performance of your team Undertake coaching to support colleagues and ensure coaching documentation reflects the level of support required Own the quality performance of their team, i dentify 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's absence Your Experience Minimum 6 months experience required in financial services background in Loans/Cards/Motor Previous coaching or training experience is desirable although not essential Cards or Loans experience is desirable Previous people management skills are desirable What you'll need to succeed 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. 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 Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks 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