Customer Operations Team Leader

Description

Customer Operations Team Leader

We are looking for a Customer Operations Team Leader in our Operations & Change team.

This role forms part of the customer focused Customer Operations team who are the face of Funding Circle and work passionately to make sure small businesses have an incredible experience in getting the funding they need.

Who are we?

We’re Funding Circle. We back small businesses to succeed.

At Funding Circle, we believe the world needs small businesses. That’s why we’ve made it our mission to help them get the finance they need to grow.

With more than a decade of expertise under our belt, we’ve built a game-changer of a platform with cutting-edge data and technology that’s reshaping the landscape of SME lending. Say goodbye to lengthy applications and hello to lightning-fast decisions! In just minutes, SMEs across the UK can get a decision, giving them access to competitive funding in a flash.

We know that good business is about good people. So we pride ourselves on providing meaningful, human support as well as fast, hassle free processes to deliver an unbeatable customer experience.

The role

As a Customer Operations Team Leader, you will lead, coach, and develop a team of professionals, fostering a high-performance culture focused on achieving exceptional customer service within our dynamic Fintech environment. You will also be instrumental in driving continuous improvement by identifying process enhancements, championing best practices, and collaborating with internal teams.

• Obsess over the customer: Embed a deep commitment to providing excellent customer experiences within the team's daily operations
• Driving high performing teams: Lead and inspire a team of Customer Service professionals, fostering a culture of high performance and ensuring a strong understanding and achievement of essential call centre metrics and KPIs
• Quality Assurance & Improvement: Monitor and analyse customer interactions (e.g., calls) to ensure adherence to quality standards, identify areas for improvement, and implement targeted coaching
• Delivering change and operational efficiencies: Contribute to process improvement initiatives within the fast-paced contact centre environment, applying an understanding of change management principles to ensure successful implementation
• Leverage Call Centre Technology: Utilise call centre software and its metrics to effectively manage daily call volume, monitor individual performance, and optimise team efficiency
• Proactively problem solving, identifying and confidently mitigating any risks, issues or control weaknesses that arise in your day-to-day

What we’re looking for

• Ideally 1-2 years prior Team Leadership experience in a volume driven and KPI focussed environment
• Exposure to working in a high call volume/contact centre environment
• Ability to utilise data effectively
• Quick to learn, understand, and explain complex concepts and products
• Self-motivated with the ability to ‘think smart’ and adapt quickly

At Funding Circle we are committed to building diverse teams so please apply even if your past experience doesn’t align perfectly with the requirements.

Want to learn more?

• We have a huge impact on the businesses that borrow through our platform, the communities they serve and the overall economy (last year £6.9bn of GDP generated). You can read our full Impact Report here:
• To see what our customers think, visit our Trustpilot page:
• And we’re still evolving! Our award-winning multi-product platform is solving more SME finance challenges than ever before. We think big, rally together and meet the needs of SME customers like no other.

Why join us?

At Funding Circle, we celebrate and support the differences that make you, you. We’re proud to be an equal-opportunity workplace and affirmative-action employer. We truly believe that diversity makes us better.

As a flexible-first employer we offer hybrid working at Funding Circle, and we've long believed in a 'best of both' approach to in-office collaboration and non-office days. We expect our teams to be in our London office three times a week, where you can take advantage of our newly refurbished hybrid working space, barista made coffee and subsidised lunches (via JustEat) every day!

We back our Circlers to build their own incredible career, making a difference to small businesses every day. Our Circler proposition is designed to support employees both in and out of work, and it is anchored around four pillars: Health, Wealth, Development & Lifestyle.

A Few Highlights

• Flexibility: We provide you with a benefit allowance so that you can tailor your benefit selection to you and your family’s needs.
• Health: Private Medical Insurance, Dental Insurance, Health Cash Plan, Health Assessments (including female fertility health assessments), eyecare vouchers, flu jabs, Wellhub (for discounted flexible gym membership and access to wellbeing apps) access to a free Employee Assistance Programme and free Digital GP for yourself and any children under 16.
• Wealth: Life Assurance, Income Protection, Critical Illness Cover, financial coaching through Octopus Money Coach, a tax-advantaged share scheme, a free mortgage advisor partnership and discounts across numerous retailers through Perks at Work.
• Development: Dedicated annual Learning & Development allowance and full access to internal learning platform.
• Lifestyle: Electric Car Scheme, Cycle to Work scheme, Season Ticket Loans, and more!

And finally, we have award winning parental leave policies supporting parents through enhanced maternity, partner and adoption leave, as well as additional leave for parental bereavement and for fertility treatments.

Ready to make a difference? We’d love to hear from you.