Customer Operations Team Lead

**Customer Operations Team Leader**:
Kent, Operations
- Salary: £37k-£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 o**n 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**:

- ** 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

**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 an