Management Level G We are Lenvi and we are passionately committed to becoming the go-to credit and analytics platform in our chosen markets, we will achieve this through unwavering focus on our people, product, and clients. We service a range of clients in the UK, Europe and the United States providing lending platforms and analytics capabilities to both commercial and consumer-focused businesses across a range of asset classes including invoice discounting, retail finance, unsecured lending, SME funding and mortgages. Our Values Statement We epitomize the values of being bold, insightful, energetic, and curious. Embracing calculated risks, thinking deeply, bringing enthusiasm, and constantly seeking knowledge. These values fuel our innovative spirit, drive our growth, and enable us to make a positive impact on our stakeholders. Role Summary The Team Leader will be responsible for managing daily operations, ensuring high levels of customer satisfaction, and driving team performance. This role involves coaching and developing team members, monitoring key performance indicators (KPIs), and implementing process improvements. To better support direct reports, the Team Leader will attend office on a hybrid basis. What you will be doing Team Management - lead, manage, and motivate a team of customer service representatives to achieve individual and team performance targets. Conduct regular performance reviews, provide constructive feedback, and implement training and development plans. Foster a positive and collaborative team culture, promoting professional growth and high performance. Acting as a role model, leading by example and dealing with any employee relations issues promptly. Communication – ensure there is a regular communication stream with direct reports, through 121’s, buzz sessions, team meetings and online channels such as team chats. Delivering all updates whether process changes or otherwise in a timely manner, through the appropriate channels. Hold regular 121’s covering employee wellbeing, performance, conduct, development and progression. Customer Service Excellence - ensure high levels of customer satisfaction by monitoring service quality and addressing customer issues promptly. Handle escalated customer inquiries and complaints, providing effective and timely resolutions in line with the complaint regulatory guidelines. Develop and implement customer service strategies to enhance the customer experience. Performance Monitoring - monitor and analyse team performance metrics, including call handling times, customer satisfaction scores, and resolution rates. Identify areas for improvement and implement corrective actions to enhance team performance. Prepare and present regular performance reports to senior management. Process Improvement - identify opportunities for improving contact centre processes and procedures. Collaborate with cross-functional teams to streamline workflows and enhance service delivery. Stay informed about industry best practices and implement relevant process improvements. Training and Development - develop and deliver training programs to enhance the skills and knowledge of team members. Provide ongoing coaching and support to team members to ensure continuous improvement. Stay up-to-date with new products, services, and technologies, and ensure team members are well-informed. Resource Management – ensure teams are adhering to their schedules set by the HE planning team, in order to balance workloads and optimise team performance. This is crucial to maintain adequate staffing levels, and enable us to meet customer demand, maintaining service levels. What we are looking for from you Proven experience in a leadership role, within a contact centre or customer service environment. Strong proficiency in using contact centre software and CRM systems. Strong leadership skills to manage and motivate a diverse team. Commitment to providing exceptional customer service and enhancing the customer experience. An ability to analyse performance data and identify trends and areas for improvement. A proactive approach to resolving issues and implementing effective solutions. Excellent verbal and written communication skills for interacting with team members, customers, and senior management. A strong ability to manage multiple tasks and prioritize effectively. Flexibility to adapt to changing customer needs and business requirements. What you will get in return Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10% Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover. Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more. Time Off – Typically 28 days holiday bank holidays. 2 volunteer days to get involved with a charity of your choosing. Our Diversity Statement At Lenvi we encourage individuals from all walks of life, without exception, to join our team. We know diversity fuels innovation and creativity, so we welcome applications from anyone, with any background. Please note: Any offer of employment is subject to satisfactory pre-employment screening checks. These checks consist of 5-year activity referencing & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks. We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.