Collections Team Lead

**Collections Team Lead** Operations Centre, Maidstone, Kent - Salary: 37K 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 newest unicorns* with a team of >200 people - Among the **top 10 fastest-growing** tech companies in the UK - **Profitable** since 2017 - Backed by top investors including* Balderton Capital* and **Goldman Sachs**: - **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. 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. * About the role* - We’re expanding our collections capabilities so we can better support our customers when they find themselves in financial difficulties. It’s part of our commitment to **deliver the best outcomes** for our customers, whatever their situation. - Working partly in the office, and partly from home, you’ll be* leading a team of up to 12 colleagues,* having great conversations with our customers when they’re struggling to make payments, understanding their individual situations and tailoring solutions to help them continue their relationships with Lendable. - Our operation in Maidstone is* brand new and we expect it to grow rapidly this year**, so there will be **great potential to progress your career *with Lendable. * Your team’s objectives* - **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 changes 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 Collections Team Leader or in another customer-facing role **The interview process** We’re not a corporate so we try our best to get things moving as quickly as possible. For this role we’d expect: - A quick phone call with one of the team - 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 t**o 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 **Salary**: £37,000.00 per year