Customer Service Team Leader

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

Job summary

YouLend Limited seeks a Customer Service Team Leader in London to oversee a dedicated team. The role involves ensuring high-performance standards, managing escalations, and facilitating staff development. Join an award-winning Fintech environment committed to employee growth and diversity, offering competitive salaries and a comprehensive benefits package.

Benefits

Stock Options

Private Medical Insurance

Enhanced Maternity and Paternity Leave

Modern office space

Free Gym in office

Subsidised Lunch

Monthly in office Masseuse

Team and Company Socials

Qualifications

• Ability to motivate and manage a team of up to 10 FTEs.
• Proficiency in communication to relay information effectively.
• Experience in handling customer complaints and problem resolution.

Responsibilities

• Oversee customer service agents to achieve KPIs.
• Conduct regular one-on-ones for performance management.
• Manage escalations and complex customer queries.

Skills

Leadership and team management

Communication skills

Problem-solving

Time management

Process improvement

Tools

Hubspot

Outlook

Aircall

Job description

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)

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

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.