Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic team to enhance customer service and resolve queries effectively.
- Company: Join one of the world's leading fintech companies, known for innovation and success.
- Benefits: Enjoy hybrid work options, equity compensation, and a fully stocked kitchen.
- Why this job: Be part of a supportive culture focused on growth, well-being, and inclusivity.
- Qualifications: 6 months in financial services; coaching experience is a plus.
- Other info: Work from home on Mondays and Fridays, with engaging in-person collaboration on other days.
The predicted salary is between 36000 - 60000 £ per year.
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, 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 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.
Customer Operations Team Leader employer: Lendable Ltd
Contact Detail:
Lendable Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Team Leader
✨Tip Number 1
Familiarise yourself with the financial services sector, particularly in loans and cards. Understanding the nuances of these products will help you engage more effectively during interviews and demonstrate your expertise.
✨Tip Number 2
Highlight any previous coaching or training experience you have, even if it's informal. Be prepared to discuss specific examples of how you've helped others improve their performance, as this is a key aspect of the role.
✨Tip Number 3
Showcase your problem-solving skills by preparing scenarios where you've successfully navigated difficult situations. This will illustrate your resilience and calm approach, which are essential for a Customer Operations Team Leader.
✨Tip Number 4
Demonstrate your ability to adapt communication styles by preparing to discuss how you've tailored your approach to different individuals or teams. This skill is crucial for building rapport with both colleagues and customers.
We think you need these skills to ace Customer Operations Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer operations, particularly in financial services. Emphasise any coaching or management roles you've held, and showcase your ability to resolve customer queries effectively.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about the role of Customer Operations Team Leader. Mention specific experiences that demonstrate your coaching skills and your ability to manage team performance.
Highlight Key Skills: Focus on key skills mentioned in the job description, such as strong written and verbal communication, problem-solving abilities, and experience in a fast-paced environment. Use examples from your past roles to illustrate these skills.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Lendable Ltd
✨Showcase Your Coaching Skills
Since the role involves coaching colleagues, be prepared to discuss your experience in this area. Share specific examples of how you've successfully coached others, highlighting any improvements in performance or customer satisfaction.
✨Demonstrate Problem-Solving Abilities
The ability to solve problems is crucial in this position. Prepare to discuss scenarios where you've effectively resolved customer issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Understand the Financial Services Landscape
With a minimum of 6 months' experience required in financial services, brush up on industry trends and challenges. Be ready to discuss how your background in loans, cards, or motor finance can contribute to the team's success.
✨Exhibit Strong Communication Skills
As communication is key in this role, practice articulating your thoughts clearly and concisely. Be prepared to adapt your communication style based on the interviewer's cues, showcasing your ability to connect with different individuals.
