Customer Service Team Lead - Motor

The role

You will lead, coach, and develop a team of approximately 10 front-line agents. You will ensure the achievement of KPIs and dedicate up to 30% of your time to identifying and supporting process improvements.

What you will do

• Lead, coach, and inspire a team of 10 agents
• Ensure team and individual KPIs are achieved
• Conduct regular individual and team performance reviews
• Monitor and analyse data sources to assess performance
• Identify trends and performance gaps to design action plans
• Review customer and team interactions to identify process pain points
• Collaborate cross-functionally to support automation and system enhancements
• Ensure customer interactions meet regulatory and compliance standards
• Promote risk awareness and adherence to policies
• Communicate performance and risks to the Head of Department

Required 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 the performance and development of individuals and teams against ambitious targets
• Analytical skills to interpret data sources to inform coaching and process improvements
• Demonstrated ability to motivate, coach, and develop a diverse team
• Comfortable working with CRM/case management systems, digital platforms, and supporting technology-driven change
• Strong written and verbal communication skills

Nice to have

• Experience working within compliance, risk management, or regulated environments

Benefits

• Flexible working
• Socials and connection opportunities
• Private health cover
• Retirement savings plans
• Employee referral programme
• Fully stocked kitchen
• Complimentary lunches prepared by in-house chefs on in-office days at select locations
• Cycle-to-work scheme in select locations
• Electric vehicle salary sacrifice schemes in select locations

About the company

Lendable is a fintech company building technology to help people get credit and save money. It is a UK unicorn with a team of over 800 people.