Customer Service Team Lead - Data-Driven Coach

Sponsor Finder; Chatham; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Health coverage

Retirement & savings

Office meals & snacks

Socials & connection

Hybrid work model

Job summary

Lendable in the United Kingdom seeks a Team Lead for the frontline servicing division to coach a team of around 10 agents, delivering compassionate, efficient support and achieving key KPIs.

You will analyse data from dashboards and customer feedback to drive continuous improvement, while dedicating up to 30% of your time to process enhancements and automation opportunities in collaboration with Product, Technology and Operations.

Qualifications

• Experience managing or supervising customer-facing teams in regulated, fast-paced environments.
• Experience driving performance and development against targets.
• Analytical ability to interpret dashboards and customer feedback to inform coaching and improvements.
• Strong communication skills across levels.

Responsibilities

• Lead, coach, and develop a team of ~10 front-line agents delivering high-quality support and achieving KPIs.
• Monitor and analyse KPIs, dashboards, QA and customer feedback to drive performance improvements.
• Dedicate up to 30% of time to reviewing interactions to identify pain points and opportunities for automation and process re-engineering.
• Ensure regulatory compliance and risk management within the team.
• Collaborate with Product, Technology, and Operations to support automation and system enhancements.

Skills

Team leadership

Customer service

Analytical skills

Data-driven improvement

CRM systems

Dashboards

Tools

CRM systems

Dashboards

Job description

Lendable in the United Kingdom seeks a Team Lead for the frontline servicing division to coach a team of around 10 agents, delivering compassionate, efficient support and achieving key KPIs.

You will analyse data from dashboards and customer feedback to drive continuous improvement, while dedicating up to 30% of your time to process enhancements and automation opportunities in collaboration with Product, Technology and Operations.