Collections/ Customer Service Team Leader

**About SalaryFinance**

Salary Finance is a leading global FinTech platform. We support a community of 4M employees across 575 clients (inc 20% of the FTSE 100) in the UK and US, and provide a suite of financial employee benefits, to help employees improve their financial health and happiness. Our platform provides salary-linked savings, loans, pay advances, insurance and financial education. We have a team of 200 brilliant and passionate colleagues in 3 countries and have the backing of great investors (Blenheim Chalcot, Legal & General, Experian, Goldman Sachs, Royal London, Virgin Money) with £100M in equity and £500M in debt funding raised to-date. We have won over 70 awards for our work, including MoneyAge's Consumer Champion of the Year, Prince Charles' BITC Responsible Business of the Year, and the Global Impact Award from Sadiq Khan for our US growth.

We were co-founded by entrepreneurs Asesh Sarkar (CEO), Daniel Shakhani, and former Head of Google UK and Ireland Dan Cobley (Chairman) and are authorised by the FCA

**Your role in our mission**

We're looking for a Customer Service / Collections Team Leader to join our growing Operations Team and help us continue to delight our customers as we grow for a 12 month Fixed Term Contract. Reporting to the Customer Service Manager, you'll learn our products inside out and build relationships with our customers to understand their needs. You'll support the training and development needs of the team.

**Who you are**

We embrace our differences but there's one thing we like to share our values, so it's important to us you are:

- **fearless**, and able to make the impossible possible.
- **responsible**, and want to help build a business that delivers a meaningful difference to society.
- **dedicated** and want to commit to an exciting journey even through the highs and lows.
- **empathetic** and truly care about every colleague and customer.
- **united**, because you understand we achieve more when we work as a team.
- **humble**, and take feedback as a way to continuously improve.

**The essentials**
- You are passionate about businesses that deliver social impact, and want to help build a business that delivers a meaningful difference to society.
- You are excited by the power of technology to change people's lives.
- You are resilient, empathetic, collaborative, detail-oriented, and self-motivated with excellent organisational, time and project management skills.
- You delight in solving problems for customers, going above and beyond to treat customers fairly and leave them feeling valued.
- You have experience of working in a regulated environment.
- You have excellent communication skills and can explain complicated issues in a clear and simple way.
- You remain tactful and calm when having a difficult conversation with a customer.
- You have an upbeat approach and are able to think on your feet.
- You are honest, trustworthy, discreet and ethical.
- You have the ambition and determination to shape this role yourself.
- You are eager to learn in a fast paced environment.
- You are focused on efficiency and operational excellence and look for opportunities to automate.
- You are detail-oriented and enjoy 'getting in the detail'.
- You have the ability to work with employees at all levels of the organisation in an open office setting and a highly collaborative environment with a high growth, start-up mentality.

**Awesome if**
- Proficient in Excel.
- Previous experience working in a collections team.
- You are degree educated or equivalent.
- A strong analytical mind-set and ability to create new solutions and strategies using data as your guide.
- You have 1-3 years experience in Customer Service/Operations (ideally within the finance industry).

**What you'll do**
- Be an escalation point within the team for complex queries and complaints.
- Support the review and investigation of complaints.
- Optimising Customer Service & Collections processes and analysing team results.
- Support integration of new products and processes into the Customer Service & Collections Team.
- Facilitate the creation of SME's (Subject Matter Expert) within the Team for new products.
- Identify trends from Customer Service and use this to advocate for the customer within Salary Finance.
- Champion clear communication between Customer Operations Team.
- Recognise and reward team members that are excelling.

**What's in it for you?**
- Competitive salary
- Company bonus scheme
- Regular company socials
- Fast-growing environment
- Career development - no two days will be the same
- Generous company benefits including a pension scheme, health and life assurance, 25 days holiday, an extra day off on your birthday, subsidised onsite cafe, cycle to work scheme, gym discount (with PMI), childcare benefits, flexible working and many other perks

We're looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team that are pas