Customer Operations Team Lead Autolend (Kent)
Customer Operations Team Leader (Autolend)
Kent, Operations
Salary: £34k-£40k per annum + share options + wonderful benefits
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 leading fintech unicorns with a team of just over 300 people
Among the top 10 fastest-growing tech companies in the UK
Profitable since 2017
Backed by top investors including Balderton Capital, Goldman Sachs and Ontario Teachers' Pension Plan
Loved by customers with the best reviews in the market (4.9/5 across 10,000s of reviews)
So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance in the UK and are expanding our business to the US market. 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 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
Working partly in the office, and partly from home, you’ll be leading a team of up to 10 colleagues, having great conversations with our customers, understanding their individual situations and tailoring solutions to help them continue their relationships with Lendable.
You need to get a kick out of working in a fast-paced, solutions-oriented environment. Finding the problem is half the battle, coming up with the solution is the prize.
You will be interacting with new and existing customers on a daily basis, ensuring they enjoy a seamless and great experience. Problem-solving, keeping a calm head, and having a ‘can-do’, friendly attitude are essential.
Your team’s objectives
Assist customers over the phone or by email who need assistance with their credit card.
Provide tailored solutions to help get customers back on track
Identify opportunities for product and process improvement to better serve customers whatever their situation
Identify and support customers who may be vulnerable
Log and, where possible, investigate and provide a resolution to customer complaints
How you’ll impact those objectives
You’ll spend most of your time leading your team and helping them improve. That means side-by-side coaching, giving feedback, identifying training needs and supporting them when things go wrong
You’ll identify opportunities to improve processes and deliver change where you can or involve other teams where systems change or wider consultation is needed
You’ll identify themes emerging from quality monitoring and address them
What do you need to succeed in this role?
Coaching skills are key to success in this role. You’ll be confident in delivering feedback, good or bad, and supportive in helping colleagues identify ways to improve
You will bring great energy to your role, treating every interaction with a colleague as the most important of your day
You’ll be resilient to knock-backs and be able to stay positive
Ideally, you’ll have previous experience as a Team Leader or in another customer-facing role
Experience in motor finance is highly desirable
The interview process
We’re not corporate so we try our best to get things moving as quickly as possible. For this role, we’d expect:
A number of interviews and a role-play, all taking place on the same day
The opportunity to meet some of the team you’ll be working with
Life at Lendable (also 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 will be given all the necessary tools to excel at your job (think brand-new Mac)!
Our core office days are Tuesday to Thursday, you can work from the comfort of your home on other days.
We care for our Lendies' well-being both physically and mentally so we opt for the highest coverage when it comes to private health insurance
Free amazing lunches on the days you are in the office, organised by our People Team
Our new pension scheme will help you feel better about your financial future
We organise an annual trip with the whole company, to celebrate our milestones and reflect on our achievements
We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London
- Department
- Customer Operations
- Role
- Customer Operations Executive
- Locations
- Kent
- Remote status
- Hybrid Remote
Kent
About Lendable
Lendable is an AI-based consumer lending platform that makes borrowing money effortless. Using technology, we have trimmed the fat from the traditional loan application process. This allows us to make an instant decision, offer personalised rates, and transfer funds within minutes.
Customer Operations Team Lead Autolend (Kent)
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