Customer Operations Team Lead (Kent)

Customer Operations Team Leader

Kent, Operations

Salary: £37k-£40k per annum + share options + wonderful benefits

About Lendable

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 leading fintech unicorns with a team of just over 300 people

• Among the top 10 fastest-growing tech companies in the UK

• Profitable since 2017

• Backed by top investors including Balderton Capital, Goldman Sachs and Ontario Teachers' Pension Plan

• Loved by customers with the best reviews in the market (4.9/5 across 10,000s of reviews)

So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance in the UK and are expanding our business to the US market. 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 these 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

• Working partly in the office, and partly from home, you’ll be leading a team of up to 10 colleagues, having great conversations with our customers, understanding their individual situations and tailoring solutions to help them continue their relationships with Lendable.

• You need to get a kick out of working in a fast-paced, solutions-oriented environment. Finding the problem is half the battle, coming up with the solution is the prize.

• You will be interacting with new and existing customers on a daily basis, ensuring they enjoy a seamless and great experience. Problem-solving, keeping a calm head, and having a ‘can-do’, friendly attitude are essential.

Your team’s objectives

• Assist customers over the phone or by email who need assistance with their credit card.

• Provide tailored solutions to help get customers back on track

• Identify opportunities for product and process improvement to better serve customers whatever their situation

• Identify and support customers who may be vulnerable

• Log and, where possible, investigate and provide a resolution to customer complaints

How you’ll impact those objectives

• You’ll spend most of your time leading your team and helping them improve. That means side-by-side coaching, giving feedback, identifying training needs and supporting them when things go wrong

• You’ll identify opportunities to improve processes and deliver change where you can or involve other teams where systems change or wider consultation is needed

• You’ll identify themes emerging from quality monitoring and address them

What do you need to succeed in this role?

• Coaching skills are key to success in this role. You’ll be confident in delivering feedback, good or bad, and supportive in helping colleagues identify ways to improve

• You will bring great energy to your role, treating every interaction with a colleague as the most important of your day

• You’ll be resilient to knock-backs and be able to stay positive

• Ideally, you’ll have previous experience as a Team Leader or in another customer-facing role

The interview process

We’re not corporate so we try our best to get things moving as quickly as possible. For this role, we’d expect:

• A number of interviews and a role-play, all taking place on the same day

• The opportunity to meet some of the team you’ll be working with

Life at Lendable (also check out our Glassdoor page)

• The opportunity to scale up one of the world’s most successful fintech companies

• Best-in-class compensation including equity

• You will be given all the necessary tools to excel at your job (think brand-new Mac)!

• Our core office days are Tuesday to Thursday, you can work from the comfort of your home on other days.

• We care for our Lendies' well-being both physically and mentally so we opt for the highest coverage when it comes to private health insurance

• Free amazing lunches on the days you are in the office, organised by our People Team

• Our new pension scheme will help you feel better about your financial future

• We organise an annual trip with the whole company, to celebrate our milestones and reflect on our achievements

• We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London