Customer Service Team Lead: Data-Driven Coaching, Hybrid Role

Lendable; Chatham; Hybride; GBP 42 000 - 56 000; Plein temps

Avantages offerts par ce poste

Private health cover

Hybrid work model

Retirement plan

Employee referral bonus

Office meals & snacks

Cycle-to-work

Résumé du poste

Lendable in Chatham, Kent is seeking a Team Lead for the frontline servicing division. You will lead, coach, and develop a team of about 10 frontline agents delivering exceptional service and supporting customers, including those in complex or vulnerable circumstances.

You will use data and insights to drive continuous improvement, dedicate up to 30% of your time to process improvements, and collaborate with Product, Technology and Operations to enhance automation and workflows, while managing

Qualifications

• Proven experience managing or supervising customer-facing teams in regulated environments.
• Experience driving performance and development against ambitious targets.
• Analytical skills to interpret dashboards, QA and customer feedback for coaching.
• Ability to motivate and develop a diverse team; nurture emerging talent.
• Comfort with CRM/case management systems and change-enabled tech.
• Strong written and verbal communication; engaging at all levels.
• Experience in compliance, risk management or regulated settings is desirable.

Responsabilités

• Lead, coach, and inspire a team of 10 agents to achieve KPIs and high-quality support.
• Conduct regular performance reviews and provide targeted coaching.
• Monitor data sources to assess performance and identify improvement opportunities.
• Design action plans to uplift service quality and efficiency.
• Escalate and resolve issues using customer insights to drive change.
• Review interactions up to 30% of time to identify pain points and improvements.
• Collaborate with Product, Technology, and Operations on automation and workflow redesign.
• Ensure compliance with regulatory standards and governance within the team.

Connaissances

Team leadership

Coaching

Data analysis

CRM systems

Regulatory compliance

Communication

Outils

CRM systems

Digital platforms

Automation/AI tools

Description du poste

Lendable in Chatham, Kent is seeking a Team Lead for the frontline servicing division. You will lead, coach, and develop a team of about 10 frontline agents delivering exceptional service and supporting customers, including those in complex or vulnerable circumstances.

You will use data and insights to drive continuous improvement, dedicate up to 30% of your time to process improvements, and collaborate with Product, Technology and Operations to enhance automation and workflows, while managing