Customer Operations Team Leader (Auto Finance)

The Customer Service department is responsible for working with customers who have queries about their loan/card/Motor from the application stage and support the end to end journey. Our primary role is to be the first point of contact for customers resolving queries at first point of contact and ensure customers needs are met.

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 Lendable's quality assurance scorecard and delivering meaningful and actionable feedback/coaching.

• Support Team’s and other teams in a team leads absence

Your Experience

• Financial services background in Loans/Cards/Motor

• Strong written and verbal communication skillsRapport building with colleagues and customers

• Ability to work to deadlines

• Problem solving skills and with ability develop a range of initiatives to address coaching/training needs.

• 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 and 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 individuals needs.

• Ability to operate comfortable in a fast paced and changing environment.

• Vehicle finance experience from a dealer/broker desirable

• Previous coaching or training experience desirable although not essential.

• Previous people management skills desirable

Working Pattern

• Monday – Friday 9am – 6pm (1 in 4 Saturday 9am - 6pm)

• Based out of our office in Chatham