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- Tasks: Lead and inspire a team to provide exceptional financial support to customers in need.
- Company: Join Lendable, a fast-growing fintech unicorn transforming consumer finance for the better.
- Benefits: Enjoy flexible remote work options, private health insurance, and healthy office lunches.
- Why this job: Make a real impact by helping customers navigate financial challenges with empathy and support.
- Qualifications: Experience in managing customer-facing teams and a passion for data-driven improvement required.
- Other info: Inclusive workplace culture with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Lendable, Chatham, England, United Kingdom
Overview
Join the Financial Support Team Leader role at Lendable. Location: Chatham, Kent (hybrid model with three days per week in the office).
Base pay range: information not provided by the description.
About Lendable
Lendable is on a mission to make consumer finance 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 400 people
- Among the fastest-growing tech companies in the UK
- Profitable since 2017
- Backed by investors including OTPP, Balderton Capital and Goldman Sachs
- Loved by customers with high Trustpilot reviews
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.
Role Purpose
The Financial Support team works with customers experiencing financial difficulty and struggling to make contractual payments. The team interacts with customers to understand their circumstances and to offer solutions that are affordable and sustainable and meet individual needs. As a Team Lead, you will lead, coach and develop a team of approximately 10 front-line agents delivering exceptional service to customers, including those in complex or vulnerable circumstances. You will ensure the consistent achievement of key KPIs, use data to drive continuous improvement, and lead process improvements (up to 30% of your time) to inform automation and improvements in workflows. You will manage risk, ensure compliance, and collaborate cross-functionally to deliver the best customer and business outcomes.
Key Responsibilities
- Lead, coach and inspire a team of 10 agents to deliver high-quality, empathetic support and achieve KPIs (e.g., customer satisfaction, quality, compliance, productivity).
- Foster accountability, continuous learning and best practice; tailor development to the needs of each team member and identify emerging talent.
- Conduct regular performance reviews, provide actionable feedback and targeted coaching.
- Performance Management & Data-Driven Improvement: monitor and analyse data (KPIs, dashboards, call listening, QA, customer feedback) to assess performance and identify opportunities.
- Identify trends and gaps; design action plans to uplift service quality and efficiency; escalate and resolve issues proactively using data and insights.
- Process Excellence & Continuous Improvement: dedicate up to 30% of time to reviewing interactions to identify pain points and opportunities; collaborate with Product, Technology and Operations to support automation and re-engineering of processes; champion changes to improve journeys, efficiency, compliance and accessibility for vulnerable customers.
- Compliance, Risk & Quality: ensure regulatory standards; promote risk awareness and governance; embed quality frameworks and change management.
- Stakeholder Engagement & Communication: report performance and risks to the Head of Department and cross-functional teams; advocate for frontline feedback and customer insight.
Experience & Skills
- Proven experience managing or supervising customer-facing teams in regulated, fast-paced or tech-enabled environments.
- Experience in driving performance and development of individuals and teams against ambitious targets.
- Analytical skills to interpret data from dashboards, QA and customer feedback to inform coaching and improvement.
- Demonstrated ability to motivate and develop a diverse team; identify and nurture emerging talent.
- Comfortable with CRM/case management systems and supporting technology-driven change (automation, AI, etc.).
- Strong written and verbal communication; able to engage, motivate and influence at all levels.
- Experience in compliance, risk management or regulated environments is desirable.
- Customer-first mindset; focus on compassionate, fair, tailored support, especially for vulnerable customers.
- Proactive and solutions-oriented; data-driven decision making and team management.
- Inclusive leadership; resilience, adaptability and accountability; ability to balance customer, business and risk priorities.
- Willingness to embrace technology and new ways of working to improve outcomes.
Selection Process
- A 30-minute call with our Talent team
- A take-home task
- A competency interview with the Financial Support Operations Manager
- A final interview with the Operations Director
Life at Lendable
- Equity; flexible remote options (e.g., work from home Mondays and Fridays)
- In-office days for collaboration
- Healthy lunches in the office on Tuesdays and Thursdays
- Private health insurance; well-being coverage
- Equal opportunity employer; inclusive workspace
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Customer Service
London – check out our Glassdoor reviews.
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Financial Support Team Leader employer: Lendable
Contact Detail:
Lendable Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Financial Support Team Leader
✨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 your enthusiasm for the role.
✨Tip Number 2
Prepare examples of how you've successfully led and developed customer-facing teams in the past. Highlight specific instances where you drove performance improvements or implemented training programmes that resulted in better customer outcomes.
✨Tip Number 3
Brush up on your analytical skills. Be ready to discuss how you've used data to inform decision-making and improve team performance. Familiarity with KPIs and performance metrics will be crucial in demonstrating your fit for this role.
✨Tip Number 4
Showcase your experience with compliance and risk management. Given the regulated nature of the financial services industry, being able to articulate your understanding of these areas will set you apart from other candidates.
We think you need these skills to ace Financial Support Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing customer-facing teams, especially in regulated or tech-enabled environments. Use specific examples that demonstrate your ability to drive performance and develop individuals.
Craft a Compelling Cover Letter: In your cover letter, express your passion for consumer finance and your understanding of the challenges faced by customers in financial difficulty. Highlight your leadership style and how you foster accountability and continuous learning within a team.
Showcase Analytical Skills: Provide examples in your application that showcase your analytical skills. Discuss how you've used data to inform coaching, identify trends, and improve service quality in previous roles.
Prepare for Interviews: Research Lendable's mission and values, and be ready to discuss how your experience aligns with their goals. Prepare to share specific instances where you've successfully led a team through challenges, particularly in compliance and risk management.
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 customer-centric solutions and a supportive work environment will help you align your answers with what they value in a team leader.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in managing customer-facing teams. Highlight specific examples where you've successfully motivated and developed team members, especially in challenging situations or regulated environments.
✨Demonstrate Data-Driven Decision Making
Since the role involves monitoring KPIs and using data for continuous improvement, come equipped with examples of how you've used data to drive performance enhancements in previous roles. This will show your analytical skills and proactive approach.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle complex customer situations, particularly with vulnerable customers. Think of scenarios where you've provided tailored support and how you ensured compliance while achieving business goals.
