# Customer Service Team Lead - Motor

**Company**: Lendable
**Location**: Chatham, Kent
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://jobs.ashbyhq.com/lendable/e51a16ff-be5a-4e10-b576-ed4b187b4af7?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3c67af22-759

## Description

We are looking for a Customer Service Team Lead - Motor to join our frontline servicing division. As a Team Lead, you will lead, coach, and develop a team of approximately 10 front-line agents responsible for delivering exceptional service and support to customers.

Key Responsibilities:

- Lead, coach, and inspire a team of 10 agents, ensuring they deliver high-quality, empathetic support and achieve team and individual KPIs.

- 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.

- 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.

- 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.

Experience & Skills:

- 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, with the ability to interpret a range of data sources (dashboards, QA, customer feedback) to inform coaching and process improvements.

- Demonstrated ability to motivate, coach, and develop a diverse team; skilled at recognising and nurturing emerging talent.

- Comfortable working with CRM/case management systems, digital platforms, and supporting technology-driven change (automation, AI, etc.).

Benefits:

- Flexible working: flexible approach tailored to each role.

- Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls.

- Health coverage: support for your physical and mental wellbeing, including private health cover.

- Retirement & savings: long-term financial wellbeing through retirement savings plans.

- Employee referral programme: earn a competitive bonus when you refer successful new team members.

- Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations.

## Skills

### Required
- Analytical skills
- Communication skills
- Coaching skills
- Leadership skills
- Problem-solving skills

### Nice to have
- Experience working within compliance, risk management, or regulated environments

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/lendable/e51a16ff-be5a-4e10-b576-ed4b187b4af7?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)