Customer Service Team Lead - Data-Driven Coach & Impact

Lendable Ltd; Maidstone; On-site; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Health coverage

Retirement savings

Employee referral programme

Office meals & snacks

Hybrid/office flexibility

Job summary

Lendable Ltd in Kent seeks a Team Lead for the frontline servicing division. You will lead, coach, and develop a team of roughly 10 agents, driving exceptional service and meeting KPIs while championing process improvements and regulatory compliance.

You’ll use data insights to drive automation and cross-functional collaboration to deliver strong customer outcomes. You will balance coaching with hands-on leadership, foster accountability, and ensure high-quality support for vulnerable customers,

Qualifications

• Proven experience managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or tech-enabled environment.
• Experience in driving performance and development against ambitious targets.
• Analytical skills to interpret data sources for coaching and process improvements.

Responsibilities

• Lead, coach, and develop a team of 10 front-line agents, achieving KPIs such as customer satisfaction, quality, compliance, productivity, and SLAs.
• Monitor and improve performance using dashboards, QA, and customer feedback.
• Dedicate up to 30% of time to process improvements and cross-functional collaboration to enhance automation and workflows.
• Ensure regulatory compliance and risk management within the frontline team.
• Communicate performance, risks, and improvements to the Head of Department and relevant stakeholders.

Skills

Team leadership

Coaching

Data analysis

Regulatory compliance

Stakeholder management

CRM systems

Tools

CRM systems

Job description

Lendable Ltd in Kent seeks a Team Lead for the frontline servicing division. You will lead, coach, and develop a team of roughly 10 agents, driving exceptional service and meeting KPIs while championing process improvements and regulatory compliance.

You’ll use data insights to drive automation and cross-functional collaboration to deliver strong customer outcomes. You will balance coaching with hands-on leadership, foster accountability, and ensure high-quality support for vulnerable customers,