About Jaja Our Mission: Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future. Our Company Values : Care Deeply, Adapt & Thrive, Challenge everything, Go for it Own it, Make it Simple Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making. We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple. We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money. Wy Join Us? This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever. We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself About The Role Our Customer Servicing Team Leader role is one we are super excited about Joining at a period of growth within customer servicing, the role offers variety with great potential for career development. The successful candidate will have a unique opportunity to recruit and build their own Customer Servicing team; setting the standards for our future The focus of the role is to deliver exceptional customer experience, across multiple channels, to deliver commercial success, within a regulated credit card environment. You will be responsible for (not limited to): Experience in building, developing and leading a team. Defining processes and standard operating procedures to enable a best in class service Meeting all legal and regulatory requirements People management We are looking for someone personable, who truly cares about the team they manage and the customers they serve. The successful candidate will create a positive working environment, supporting team wellbeing, delivering exceptional results and enabling career development. Providing structured development plans and 1-1’s, nurturing the continuous improvement of your team. Effectively communicating updates and objectives to your team - ensuring agents are connected to the wider business aims. Continuous improvement and development of process and customer journeys. Providing a proactive support for new initiatives – identifying opportunities for improvements to customer journeys, digital channel usage and more; helping to drive these forward. Using a mix of quantitative and qualitative information to suggest enhancements. Identifying gaps and recommending development of further training to enhance knowledge & skills across the team; working closely with the training manager to achieve success. Quality management – Customer/conduct/commercials Leading from the front, supporting complex customer queries and situations where required. Driving a customer centric approach in all interactions. Have an awareness of, and ability to drive good customer outcomes. Have an ability to spot potential regulatory/conduct risks – not walking past issues. Working with QA team to ensure high quality customer interactions; with a key focus on driving digital customer resolution. About You We are looking for someone with good experience in setting up and managing a high performing customer servicing team, with knowledge of complaints, disputes and general customer servicing. The successful candidate will have a flair and passion for delivering exceptional customer and commercial results, providing high quality coaching, training and ongoing support to their team. As a new joiner to our growing team, we are looking for someone with a can-do attitude with the knowledge and initiative to support development of the customer servicing function. If you’re someone that loves to lead from the front, bring ideas to fruition and is an exceptional people manager; we look forward to hearing from you As part of the role, we will provide you with all the necessary equipment, but the successful candidate will require strong internet connection, a dedicated quiet place with adequate natural light and access to fresh air. The successful candidate must have the right to work in the UK and meet the following criteria: Required Skills & Experience: Experience interviewing and building a high performing team from the ground up Experience managing a customer servicing team, within a regulated FS environment, ideally credit cards. Experience and ability to understand and support needs of a remote/hybrid team Demonstrated success in managing high performing teams – including structured development plans (SMART, SBI models) as an example. Resilient and adaptable to change Excellent interpersonal, verbal, and written communication skills Ability to identify and develop areas of risk or development opportunities Able to pick up new information and adapt quickly Understanding of KPI’s related to front line collections management Process review, enhancements and creation. Ability to manage in a multi-channel environment Understanding/awareness of mental health and wellbeing to create a mentally healthy team and environment Experience working on multi-channel platforms, with a focus on continuous What's in it for you? The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever Competitive salary Potential for part time working around other / family commitments Pension contributions Bonus potential Private medical cover 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days). 4x life insurance cover Employee assistance program