At a Glance
- 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.
- Other info: Inclusive workplace culture with opportunities for personal and professional growth.
- 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.
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.
#J-18808-LjbffrFinancial Support Team Leader in Chatham employer: Lendable
Lendable is an exceptional employer, offering a dynamic work environment in Chatham, where innovation meets compassion. With a strong focus on employee growth, the Financial Support Team Leader role provides opportunities for coaching and development within a supportive team culture, alongside flexible working arrangements and comprehensive benefits like private health insurance. Join us to be part of a rapidly growing fintech company that values inclusivity and prioritises customer-centric solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Financial Support Team Leader in Chatham
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Lendable. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Financial Support Team Leader in Chatham
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Lendable.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Lendable's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Lendable
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Lendable.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Lendable will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Lendable employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
