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Customer Service Team Leader

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YouLend

4d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    People, HR & Administration
  • London

AI generated summary

  • You must have leadership skills, strong communication, problem-solving abilities, time management, process improvement insights, and product knowledge. Experience in FCA regulated firms is a plus.
  • You will lead a customer service team, drive performance, manage escalations, oversee staffing, conduct one-on-ones, and ensure efficient operations while meeting KPIs and maintaining quality service.

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

Responsibilities

  • 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.

FAQs

What is the work schedule for the Customer Service Team Leader role?

The role requires working 5 days a week in the Holborn office, with shifts from 09:00 to 18:00, Monday to Friday, and occasionally one Saturday every seven weeks (paid overtime).

What are the key responsibilities of the Customer Service Team Leader?

The key responsibilities include overseeing a team of customer service agents, managing performance targets, conducting one-on-ones for career development, handling escalations, and ensuring the team meets KPIs while maintaining high-quality customer interactions.

What qualifications are essential for this role?

Essential qualifications include leadership and team management skills, strong communication skills, problem-solving abilities, time management and organizational skills, process improvement and analytical skills, and product knowledge of the services offered.

Is previous experience in an FCA regulated business important for this position?

While it is desirable, experience in an FCA regulated business and an understanding of regulatory requirements are not mandatory but considered a plus.

What benefits does YouLend offer to its employees?

YouLend offers a comprehensive benefits package that includes stock options, private medical insurance, an employee assistance program, enhanced maternity and paternity leave, modern office facilities in Central London, free gym access, subsidized lunch, a Deliveroo allowance for late work, monthly in-office massage services, team and company socials, and access to a football power league or squash club.

What is the salary range for the Customer Service Team Leader position?

The salary range for this position is between £35,000 and £40,000, with an additional annual bonus of £6,000 divided quarterly.

How does YouLend uphold diversity and equal opportunity in its hiring practices?

YouLend champions diversity and embraces equal opportunity employment practices, ensuring that hiring, transfer, and promotion decisions are made based on qualifications, merit, and business requirements without discrimination based on any protected basis.

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YouLend

Enabling e-commerce and payment platforms to support their merchants with fast, flexible embedded finance solutions

Finance
Industry
201-500
Employees
2016
Founded Year

Mission & Purpose

YouLend is the preferred embedded financing platform for many of the world’s leading providers in e-commerce, payments, and tech: eBay, Shopify, Mastercard, Mollie, Google, Just Eat Takeaway, and many more. Our software platform and APIs enable our partners to extend their value proposition by offering flexible financing products in their desired branding to their merchant base without necessarily putting capital at risk. With YouLend's data-backed credit risk assessment solutions, more merchants and SMEs than ever can receive fast, flexible and affordable funding. We have offices in London, UK, and Atlanta, Georgia, and we operate across Europe and the United States. To find out more about how we create value for our partners and their customers, visit www.youlend.com or get in touch with a member of our team.