Customer Operations Team Leader

Customer Operations Team Leader (Auto Finance)Lendable Chatham, England, United KingdomJoin or sign in to find your next jobJoin to apply for the Customer Operations Team Leader (Auto Finance) role at LendableCustomer Operations Team Leader (Auto Finance)Lendable Chatham, England, United Kingdom1 week ago Be among the first 25 applicantsJoin to apply for the Customer Operations Team Leader (Auto Finance) role at LendableGet AI-powered advice on this job and more exclusive features.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 newest unicorns with a team of just over 500 peopleAmong the fastest-growing tech companies in the UKProfitable since 2017Backed by top investors including Balderton Capital and Goldman SachsLoved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. 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 financial products are held by big banks with dated systems and painful processes.Join us if you want toTake 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 1Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quoBuild the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy liftingAbout the RoleThe 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 doingUndertake 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 absenceYour ExperienceFinancial services background in Loans/Cards/MotorStrong written and verbal communication skillsRapport building with colleagues and customersAbility to work to deadlinesProblem 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 colleaguesLogical 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 coachingResilient and calm approach when faced with difficult situationsAble 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 desirablePrevious coaching or training experience desirable although not essential.Working PatternMonday – Friday 9am – 6pm (1 in 4 Saturday 9am - 6pm)Based out of our office in ChathamLife at LendableThe opportunity to scale up one of the world’s most successful fintech companies.Best-in-class compensation, including equity.You can work from home every Monday and Friday if you wish - on the other days, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas.Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insuranceWe're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in LondonCheck out our blogSeniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionCustomer ServiceReferrals increase your chances of interviewing at Lendable by 2xSign in to set job alerts for “Customer Operations Specialist” roles.Chatham, England, United Kingdom 1 week agoSouthend-On-Sea, England, United Kingdom 14 hours agoWest Kingsdown, England, United Kingdom 2 days agoWest Kingsdown, England, United Kingdom 2 days agoMaidstone, England, United Kingdom 3 days agoLeeds, England, United Kingdom 1 week agoBasildon, England, United Kingdom 3 weeks agoHarrietsham, England, United Kingdom 2 days agoLeigh-On-Sea, England, United Kingdom 1 day agoAshford, England, United Kingdom 2 days agoGravesend, England, United Kingdom 1 week agoKent, England, United Kingdom 2 weeks agoTonbridge, England, United Kingdom 3 days agoDedicated Customer Professional for PortugalGravesend, England, United Kingdom 1 week agoGrays, England, United Kingdom 1 week agoWest Wickham, England, United Kingdom 3 days agoOperational Support Grade - HMP East Sutton Park (Prison Support Role)Chatham, England, United Kingdom 6 hours agoOperational Support Grade - HMP East Sutton Park (Prison Support Role)Maidstone, England, United Kingdom 6 hours agoBasildon, England, United Kingdom 3 weeks agoMaidstone, England, United Kingdom 3 weeks agoCustomer Service Representative (6 month fixed term contract)Dartford, England, United Kingdom 1 month agoKings Hill, England, United Kingdom 2 days agoLeeds, England, United Kingdom 2 weeks agoSidcup, England, United Kingdom 19 hours agoLeeds, England, United Kingdom 2 weeks agoBrentwood, England, United Kingdom 1 day agoStansted, England, United Kingdom 3 weeks agoWe’re unlocking community knowledge in a new way. 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