Customer Team Leader

  • Kent, United Kingdom
  • Full time
  • hybrid
  • Operations Team
Apply for this role

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.

What you'll be doing

  • 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

    • Your experience

  • 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

    • Your Profile

  • 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

    • What you'll need to succeed

  • 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.
    • Apply for this role