This role can be based out of either our London or Chatham offices.
Role Overview
Drive back office performance by monitoring case volumes, agent activity, and workload across Complaints, Financial Crime, Fraud & Card Disputes, and Fraud Investigations.
Accountable for maintaining schedule accuracy in Assembled (our Workforce Management platform) - processing intraday adjustments for absence, lateness and non-productive time to keep capacity aligned with demand and protect SLA targets.
Deliver clear, timely intraday reporting, providing back office stakeholders with actionable insights on performance, agent activity and resource risk.
Key Responsibilities
We are looking for a proactive and detail-oriented Back Office Real Time Coordinator to join our Workforce Management team at Lendable. This is a newly created role, sitting at the intersection of Workforce Management and back office operations - you will be the dedicated real-time point of contact for our Complaints, Financial Crime, Fraud & Card Disputes, and Fraud Investigations teams.
Unlike frontline coordination, this role requires an understanding of case-based workflows: how cases age, where backlogs build, and how to direct resources in a way that protects SLAs. You will work closely with the Workforce Lead and directly support Team Leaders and Operational Managers across all back office functions.
Success means making data-driven decisions on the fly to optimise agent schedules, handle unexpected shifts in volume, and communicate clear, actionable, performance trends to stakeholders at all levels. If you are a natural problem-solver with a sharp eye for details who thrives in a dynamic, fast paced environment, we want you on our team! You will report directly to the Workforce Lead.
Responsibilities:
Intraday Capacity & Workload Management: Monitor real-time case volumes and throughput across back office queues (Complaints, Financial Crime, Fraud, Card Disputes, Fraud Investigations), identifying capacity risks and recommending resource reallocation to protect SLA targets.
Schedule & Rota Adjustments: Process intraday schedule adjustments including absences, lateness, and unplanned non-productive time. Work with the Workforce Lead and Back office operational leaders to optimise available capacity against live workload demand.
Performance Monitoring & Reporting: Actively track agent schedule adherence and productive time, flagging deviations to team leaders and operational managers. Generate and distribute intraday and daily performance snapshots covering key back office metrics such as volumes worked, SLA performance, and back office occupancy.
Communication & Collaboration: Act as the primary real-time point of contact for back office operational matters, proactively communicating performance risks to relevant team leaders and the Director of Complaints and Fraud. Partner with the Workforce Lead to develop Assembled capability for back office teams, including building out relevant reporting and scheduling features.
Escalation Management: Identify and escalate system issues, significant deviations from planned capacity, or emerging SLA breach risks to the Workforce Lead and relevant operational leads promptly.
Building the Function: As this is a newly created role, you will play an active part in shaping how back office real-time coordination works at Lendable — documenting processes, defining metrics, and establishing ways of working with each team.
Qualifications:
Analytical Skills: Analytical and problem-solving abilities to interpret real-time data, identify trends, and make informed decisions quickly.
Back Office Experience: Experience working in or closely with a back office function (Complaints, Financial Crime, Fraud, or similar) is desirable. An understanding of case-based workflows, SLA management is advantageous.
Communication Skills: Excellent verbal and written communication skills to effectively convey real-time information, collaborate with team members, and escalate issues when necessary.
Technical Aptitude: Proficiency in using real-time monitoring tools, analytics platforms, and software systems. Knowledge of workforce management software (Assembled, Calabrio, Genesys) is beneficial.
Time Management: Ability to prioritise tasks, manage multiple streams of real-time data simultaneously, and work under pressure to meet tight deadlines and service level requirements.
Interview Process
1) 30 minute call with a member of the Talent Team
2) 15 minute online Assessment
3) Onsite Interview with the hiring manager
4) 30 remote interview with Director of Complaints, Fraud and FinCrime
