About Lendable
Lendable is on a mission to make consumer finance amazing:faster, cheaper and friendlier.
> We're building one of theworld's leading fintechcompanies and are off to a strong start:
> One of theUK's newest unicornswith a team of just over 400 people
> Among thefastest-growingtech companies in the UK
>Profitablesince 2017
> Backed by top investors includingBalderton CapitalandGoldman Sachs
>Lovedby customers with the best reviews in the market (4.9 across 10,000s of reviews onTrustpilot)
So far, we've rebuilt theBig Threeconsumer finance products from scratch: loans, credit cards and car finance. We get money into our customers' hands in minutes instead of days.
We're growing fast, and there's a lot more to do: we're going after the two biggest Western markets(UK and US)where trillions worth of financial products are held by big banks with dated systems and painful processes.
Join us if you want to
>Take ownership across a broad remit.You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
> Work insmall teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
> Build thebest technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting
The Customer Service Department
The Customer Service department is responsible for working with customers who have queries about their loan/card/Motor from the application stage and support the end to end journey. Our primary role is to be the first point of contact for customers resolving queries at first point of contact and ensure customers needs are met.
Reporting to the Team Lead, the Customer Operations Executive will undertake customer queries via telephony, email and live chat. They will use skills and capability levels in the performance of their roles so that they can consistently achieve overall quality standards, embed processes and procedures to deliver good customer outcomes.
The Role
- Undertake coaching to support colleagues and ensure coaching documentation reflects the level of support required.
- Own the quality performance of their team, identify themes and trends and actively complete face to face and remote coaching of colleagues to help embed processes and deliver good customer outcomes.
- Utilise management information reporting, alongside observation to identify opportunities for improvement and to highlight emerging trends for evaluation and focus.
- Be accountable for employee engagement within their teams, responding and acting on emerging feedback to improve the overall colleague experience.
- Where required, Interact directly with customers via voice/non voice as part of your role to ensure customer demand is managed in line with agreed service levels.
- Complete live interaction marking, ensuring interactions are assessed against Lendable's quality assurance scorecard and delivering meaningful and actionable feedback/coaching.
- Support Team's and other teams in a team leads absence
Your Profile
- Financial services background in Loans/Cards/Motor
- Strong written and verbal communication skillsRapport building with colleagues and customers
- Ability to work to deadlines
- Problem solving skills and with ability develop a range of initiatives to address coaching/training needs.
- Good understanding of coaching as a discipline and able to apply knowledge and experience to coaching colleagues
- Logical and methodical approach to evaluate situations and select appropriate solutions based on experience and an understanding of procedures.
- Strong prioritisation skills, ability to organise and allocate and review work items to colleagues they are coaching
- Resilient and calm approach when faced with difficult situations
- Able to adapt written and verbal communication to an individuals needs.
- Ability to operate comfortable in a fast paced and changing environment.
- Vehicle finance experience from a dealer/broker desirable
- Previous coaching or training experience desirable although not essential.
- Previous people management skills desirable
Working Pattern
- Monday – Friday 9am – 6pm (1 in 4 Saturday 9am - 6pm)
- Based out of our office in Chatham
> The opportunity to scale up one of theworld's most successfulfintech companies.
>Best-in-classcompensation, including equity.
> You can work from homeevery Monday and Fridayif you wish - on the other days we all come together IRL to be together, build and exchange ideas.
>Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.
> We care for our Lendies' well-being both physically and mentally, so we offer coverage when it comes toprivate health insurance
> ?We're anequal opportunity employerand are looking to make Lendable the most inclusive and open workspace in London
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