About Lendable

Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start:

One of the UK’s most exciting unicorns with a team of over 800 people

Among the fastest-growing tech companies in the UK

Profitable since 2017

Backed by top investors including Balderton Capital and Goldman Sachs

Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)

So far, we’ve rebuilt the Big Three consumer 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: you are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1

Work in small teams of exceptional people: Lendies are relentlessly resourceful. We challenge the status quo to solve problems and find smarter solutions

Build the best technology in-house: we use new data sources, machine learning and AI to make machines do the heavy lifting

Role Purpose

Location: Chatham, Kent.

As a Team Lead across the frontline servicing division, you will lead, coach, and develop a team of approximately 10 front-line agents responsible for delivering exceptional service and support to customers, including those in complex or vulnerable circumstances. You will ensure the consistent achievement of key performance indicators (KPIs), use data and insight to foster continuous improvement, and champion initiatives that streamline processes and improve customer experiences. You will dedicate a substantial portion of your time (up to 30%) to identifying and supporting process improvements, leveraging frontline insights to inform automation, digital enhancements, and re-engineering of complex workflows. You will play a pivotal role developing your team, managing risk, ensuring compliance, and collaborating cross-functionally to deliver the best possible customer and business outcomes.

Key Responsibilities

Team Leadership & Development

Lead, coach, and inspire a team of 10 agents, ensuring they deliver high-quality, empathetic support and achieve team and individual KPIs (e.g., customer satisfaction, quality, compliance, productivity, SLAs).

Foster a culture of accountability, continuous learning, and best practice, tailoring support and development to the needs of each team member and identifying emerging talent.

Conduct regular individual and team performance reviews, providing actionable feedback and targeted coaching.

Performance Management & Data-Driven Improvement

Monitor and analyse a variety of data sources (KPIs, dashboards, call listening, QA, customer feedback) to assess individual and team performance.

Identify trends, performance gaps, opportunities for improvement, and design appropriate action plans to uplift service quality and efficiency.

Escalate and resolve issues proactively, using data and customer insights to drive change.

Process Excellence & Continuous Improvement

Dedicate up to 30% of your time to reviewing customer and team interactions (calls, chats, digital correspondence, workflows) to identify process pain points and improvement opportunities.

Collaborate cross-functionally with Product, Technology, and Operational teams to support automation, system enhancements, and re-engineering of complex processes.

Champion and embed process changes, ensuring they improve customer journeys, efficiency, compliance, and accessibility, especially for vulnerable or high-risk customers.

Compliance, Risk & Quality

Ensure your team's customer interactions meet regulatory and compliance standards relevant to all customer segments, with particular attention to those in vulnerable or complex situations.