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- Tasks: Lead a team to enhance customer service in auto finance, coaching and supporting colleagues.
- Company: Join Lendable, a fast-growing fintech unicorn transforming consumer finance with innovative solutions.
- Benefits: Enjoy remote work options, competitive pay, and a fully stocked kitchen at the office.
- Why this job: Make a real impact from day one in a dynamic, supportive environment focused on growth.
- Qualifications: Experience in financial services, strong communication skills, and a knack for problem-solving required.
- Other info: Work Monday to Friday with occasional Saturdays; embrace a culture of inclusivity and well-being.
The predicted salary is between 36000 - 60000 £ per year.
Customer Operations Team Leader (Auto Finance)
Lendable Chatham, England, United Kingdom
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Customer Operations Team Leader (Auto Finance)
Lendable Chatham, England, United Kingdom
1 week ago Be among the first 25 applicants
Join to apply for the Customer Operations Team Leader (Auto Finance) role at Lendable
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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 people
- Among the 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 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 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
The 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 doing
- Undertake 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 absence
Your Experience
- Financial services background in Loans/Cards/Motor
- Strong written and verbal communication skillsRapport building with colleagues and customers
- Ability to work to deadlines
- Problem 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 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 and 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 individuals needs.
- Ability to operate comfortable in a fast paced and changing environment.
- Vehicle finance experience from a dealer/broker desirable
- Previous coaching or training experience desirable although not essential.
Working Pattern
- Monday – Friday 9am – 6pm (1 in 4 Saturday 9am – 6pm)
- Based out of our office in Chatham
Life at Lendable
- 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, 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 insurance
- We\’re an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London
Check out our blog!
Seniority level
-
Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Customer Service
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Customer Operations Team Leader (Auto Finance) employer: Lendable
Contact Detail:
Lendable Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Team Leader (Auto Finance)
✨Tip Number 1
Familiarise yourself with Lendable's mission and values. Understanding their commitment to making consumer finance faster, cheaper, and friendlier will help you align your responses during interviews and demonstrate that you're a good cultural fit.
✨Tip Number 2
Highlight your experience in coaching and team leadership. Be prepared to discuss specific examples of how you've successfully developed team members or improved performance, as this role heavily focuses on coaching and quality assurance.
✨Tip Number 3
Showcase your problem-solving skills by preparing scenarios where you've effectively handled customer queries or operational challenges. This will illustrate your ability to thrive in a fast-paced environment, which is crucial for the Customer Operations Team Leader role.
✨Tip Number 4
Network with current or former employees of Lendable on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information about the company culture and expectations, which can be beneficial during your application process.
We think you need these skills to ace Customer Operations Team Leader (Auto Finance)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer operations and financial services. Emphasise any coaching or team leadership roles you've held, as well as your ability to resolve customer queries effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the fintech industry. Mention specific examples of how you've improved team performance or customer satisfaction in previous roles.
Showcase Communication Skills: Since strong written and verbal communication skills are crucial for this role, ensure your application is free from errors and clearly conveys your ideas. Use concise language and structure your thoughts logically.
Highlight Problem-Solving Abilities: Provide examples in your application that demonstrate your problem-solving skills. Discuss situations where you identified issues and implemented solutions, particularly in a fast-paced environment.
How to prepare for a job interview at Lendable
✨Understand the Company Culture
Before your interview, take some time to research Lendable's mission and values. Understanding their focus on making consumer finance faster, cheaper, and friendlier will help you align your answers with their goals and demonstrate that you're a good fit for their culture.
✨Showcase Your Coaching Skills
As a Customer Operations Team Leader, you'll be responsible for coaching colleagues. Prepare examples from your past experiences where you've successfully coached or trained others, highlighting your ability to improve performance and foster a positive team environment.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific challenges you've faced in previous roles, particularly in financial services. Use the STAR method (Situation, Task, Action, Result) to structure your responses and showcase how you approached problems logically and effectively.
✨Prepare for Customer Interaction Scenarios
Since the role involves direct interaction with customers, think of scenarios where you've had to manage difficult customer situations. Be prepared to explain how you handled these interactions, ensuring you convey your strong communication skills and ability to adapt to individual needs.
