Customer Operations Team Leader (Auto Finance)

Lendable Ltd; Chatham; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading fintech company in Chatham seeks a Coaching Lead to enhance team performance in financial services. The ideal candidate will possess strong communication skills, a financial background, and a problem-solving attitude. Responsibilities include coaching teams, driving engagement, and ensuring quality interactions. This role offers best-in-class compensation, including equity, and flexible work-from-home options. Join to help revolutionize consumer finance and make a real impact.

Benefits

Best-in-class compensation, including equity

Flexible work-from-home options

Private health insurance

Fully stocked kitchen

Qualifications

• Financial services background in Loans/Cards/Motor.
• Experience in coaching or training is desirable.
• Strong prioritization skills and ability to adapt communication.

Responsibilities

• Drive decision-making to impact the company's direction.
• Coach colleagues and support quality performance.
• Manage customer feedback and ensure high service levels.

Skills

Communication skills

Problem solving

Coaching experience

Ability to work to deadlines

Rapport building

Organizational skills

Job description

Responsibilities

• 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
• 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 lead’s absence

Qualifications

• Financial services background in Loans/Cards/Motor
• Strong written and verbal communication skills
• Rapport building with colleagues and customers
• Ability to work to deadlines
• Problem solving skills and 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.

Company Overview

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.

Schedule & Location

• 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