Customer Service Team Lead

4 weeks ago

Milton Keynes Buckinghamshire, United Kingdom Snap Finance UK Full time

JOIN A FUN COMPANY WHO LOOK TO CREATE THE IMPOSSIBLE & LOVE TO GET STUFF DONE

Who are we and what do we do?

Snap Finance was founded in the United States in 2012, and today is the largest privately held alternative finance in the US.

Snap Finance UK was launched in July 2017 and offers financial solutions to consumers who have been refused credit or are building up their credit score, through a network of retail partners across the UK.

Our Mission is to unlock financial flexibility for a better life and our vision is to imagine a world where everyone has the financial means to thrive.

To find out more, please visit our website at

If you’re looking to make a great career move, then look no further.

We are on the lookout for a Customer Service Team Leader to join our team, see more information below.

Reporting to: Operations Manager

Location: Crownhill, Milton Keynes / Hybrid Working (flexible is who we are, but we expect you to be in the office 2-3 days a week)

Working Hours: 37.5 hours a week - Monday – Friday 8:30am – 17:30pm. Saturday work is every 4 weeks between the hours of 08:30am – 13:00pm

Role Purpose: To manage a team of 10 – 15 Customer Advisors and to ensure the team are meeting and achieving individual and team KPI’s. The job holder will be involved in recruitment, motivating the team, training new employees, and ensuring all team members are following and adhering to Snaps company policies and procedures.

The role and responsibilities include:

  • Develop, support, and motivate team members to achieve individual & team KPI's. Issue daily/weekly/monthly KPI’s
  • Conduct one-to-one meetings, coaching sessions, calibration sessions and training with the team, to ensure you are monitoring performance and maintaining a good relationship with employees.
  • Manage all Customer Service inbound call SLA and outbound dialler campaigns.
  • Own the success of the Customer Service team – SLA’s, KPI’s, customer satisfaction, trust pilot, and more.
  • Manage sickness, attendance and behaviour to the company standards and values.
  • Lead by example, ensuring the Customer Service team are following Snaps strict rules and regulations.
  • Evaluate performance; the ability to think of ways to motivate the team to increase productivity and customer satisfaction.
  • Personal accountability for staffing, response SLAs, quality, coaching, development, and success of the department.
  • Provide regular updates to the management team on performance, opportunities, and gaps to improve overall service.
  • Understand each team member’s needs and requirements and be able to make informed decisions based on knowledge and experience.

To be successful in the role as a Customer Service Team Leader we require the following skills and experience:

  • Successful track record of building strong relationships with customers and colleagues.
  • Strong knowledge of FCA (in particular TCF), Ofcom and GDPR requirements.
  • Exceptional communication skills; both verbal and written.
  • Leadership skills.
  • Ability to provide feedback in a constructive and positive manner.
  • IT literate; Competent with a PC and MS Office.
  • Time management.
  • Ability to prioritise tasks.
  • Organisational skills.
  • Listening and rapport building.
  • Interviewing.

Benefits:

As a new family member to Snap, you will receive and have access to a variety of our great benefits, which could include:

  • Competitive salary plus an annual discretionary bonus based on company performance and/or personal yearly performance.
  • 26 days annual leave – plus your birthday off and an extra day for each year you’ve worked, capped at 4 years (that’s an additional 4 days)
  • Discounted gym memberships
  • Access to our Snap Perks platform
  • It’s all about balance – Our hybrid work environment encourages employees to utilise the flexibility of working from home, as well as the benefits of in-person collaboration that our offices provide
  • Life Assurance
  • Cycle2work Scheme
  • Eyecare vouchers

If you feel as though you meet our requirements and are looking for your next challenge, then simply press ‘APPLY’ and upload your up-to-date CV and cover letter for the position.

Snap Finance is required to comply with UK Government standards when carrying out pre-employment checks for all new starters; this includes a basic criminal record and credit check.

Due to the high volume of applications, if you do not hear from us within 15 days then take it that on this occasion you have not been successful.

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