Customer Service Team Leader

YouLend; London; On-site; GBP 35,000 - 40,000; Full time

Job summary

YouLend seeks a Customer Service Team Leader to supervise a team of agents in London. In this role, you will ensure performance targets are met, motivate your team, and manage escalations while fostering a positive workplace culture. With a strong focus on coaching and development, this position plays a critical role in maintaining high standards of customer service in a dynamic fintech environment.

Benefits

Stock Options

Private Medical Insurance

Enhanced Maternity and Paternity Leave

Free Gym in Office

Subsidised Lunch

Monthly In Office Masseuse

Football Power League / Paddle Club

Qualifications

• Experience managing a team of up to 10 FTEs essential.
• Strong communication skills in both verbal and written form.
• Ability to manage escalations and complex customer queries.

Responsibilities

• Oversee a team of customer service agents to meet KPIs.
• Conduct regular one-on-ones to focus on performance management.
• Manage staffing logistics including rota management and leave approvals.

Skills

Leadership

Problem-solving

Communication

Time management

Analytical skills

Tools

HubSpot

Outlook

Aircall

Job description

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This range is provided by YouLend. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

As a Customer Service Team Leader, you will oversee a team of customer service agents, ensuring the achievement of team and individual KPIs, including managing ticket queues, call rates, and other performance targets. You will be responsible for motivating the team to meet these goals while maintaining a high standard of customer interaction quality. You will proactively monitor and manage team performance, addressing any issues or concerns and reporting potential KPI misses to the Head of Customer Service.

Your role will involve conducting regular one-on-ones with team members, focusing on career development, performance management, and training. You'll ensure all team members are aligned with the targets, adhere to attendance and behavioural standards, and receive the necessary coaching and feedback to improve performance. In addition, you'll handle staffing logistics, including approving leave requests, coordinating team lunches, and adjusting the rota to ensure operational continuity. You'll be expected to manage escalations, provide support for complex customer queries, and be the main point of contact for merchant issues and 2nd line complaints.

You will also play a key role in team communication, keeping the team informed of daily KPIs and cascading information from the CS Head and other departments. Your responsibilities extend to recruitment and training of new joiners, ensuring proper onboarding, setup, and access to necessary tools. A proactive approach to managing workloads to ensure team KPIs are met is crucial to success in this role.

This role is 5 days per week in our Holborn office. Shifts are 09:00 - 18:00 Monday - Friday, with occasional Saturday (paid overtime) required (1 Saturday in 7).

Salary: £35,000 - £40,000 (+ £6,000 annual performance bonus)

Requirements

Essential:

• Leadership and team management - Ability to motivate, guide, and manage a team of up to 10 FTEs, including conducting performance reviews, coaching, and fostering a positive team culture.
• Strong communication skills - Proficiency in both written and verbal communication to effectively relay information, provide feedback, and escalate issues as needed.
• Problem-solving and escalation management - Skilled in handling customer complaints, resolving issues efficiently, and providing support for team members with complex queries.
• Time management and organization - Ability to manage multiple tasks and priorities simultaneously, including scheduling, rota management, and ensuring KPIs are met.
• Process improvement and analytical skills - Capability to monitor and analyse team performance, identify areas for improvement, and implement changes to enhance efficiency and effectiveness.
• Product Knowledge - maintain knowledge of all products and services offered and keep informed of changing developments, product and services that would affect the Customer Support Team
  
  
  

Desirable:

• Experience working in an FCA regulated business and understanding of regulatory requirements
• Previous experience with Hubspot/Outlook/Aircall
  
  
  

Benefits

Why join YouLend?

• Award-Winning Workplace: YouLend has been recognised as one of the "Best Places to Work 2025" by the Sunday Times for being a supportive, diverse, and rewarding workplace
• Award-Winning Fintech: YouLend has been recognised as a "Top 250 Fintech Worldwide" company by CNBC
  
  
  

We offer comprehensive benefits package that includes:

• Stock Options
• Private Medical insurance via Vitality and dental with Bupa
• EAP with Health Assured
• Enhanced Maternity and Paternity Leave
• Modern and sophisticated office space in Central London
• Free Gym in office building in Holborn
• Subsidised Lunch via Feedr
• Deliveroo Allowance if working late in office
• Monthly in office Masseuse
• Team and Company Socials
• Football Power League / Paddle Club
  
  

At YouLend, we champion diversity and embrace equal opportunity employment practices. Our hiring, transfer, and promotion decisions are exclusively based on qualifications, merit, and business requirements, free from any discrimination based on race, gender, age, disability, religion, nationality, or any other protected basis under applicable law.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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