Customer Operations Team Leader

* Chatham, United Kingdom* Full Time (Permanent)* Hybrid* Customer Operations**About the role**The Customer Service department is responsible for working with customers who have queries about their **loan/card/Motor from the application stage** and supports the end-to-end journey. Our primary role is to be the **first point of contact** for customers **resolving queries at the first point of contact** and ensuring customers\’ needs are met.**What you\’ll be doing*** **Lead and manage the performance** of your team* **Undertake coaching to support colleagues** and ensure coaching documentation reflects the level of support required* **Own the quality performance of their team, i**dentify 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 Lendables quality assurance scorecard and delivering meaningful and actionable feedback/coaching.* **Support Team and other teams in a team lead\’s absence****Your Experience*** Minimum **6 months experience required in financial services** background in Loans/Cards/Motor* **Previous coaching or training experience** is desirable although not essential* **Cards or Loans experience** is desirable* Previous **people management skills are desirable****What you\’ll need to succeed*** **Good understanding of coaching as a discipline** and able to apply knowledge and experience to coaching colleagues* **Logical and methodical approach** to evaluate situations and select appropriate solutions based on experience and an understanding of procedures.* **Strong prioritisation skills**, ability to **organise allocate and review work items to colleagues** they are coaching* **Resilient and calm approach when faced with difficult situations*** **Able to adapt written and verbal communication** to an individual\’s needs.* **Strong written and verbal communication** skills* Rapport building with colleagues and customers* Ability to work to deadlines* Problem-solving skills and with **ability to develop a range of initiatives to address coaching/training needs*** Ability to **operate comfortably in a fast-paced and changing environment.*** The 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 we all come together IRL 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 insurance*** We\’re an **equal opportunity employer** and are looking to make Lendable the most inclusive and open workspace in London
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