Customer Care Team Lead

📋 Description

• Lead, coach, and develop a team of 8–12 Customer Care Specialists
• Set clear performance expectations and manage against KPIs and SLAs
• Drive proactive customer outreach strategies and campaign effectiveness
• Oversee day-to-day collections and recoveries across unsecured personal loans
• Ensure effective handling of DMPs, IVAs, complaints, regulatory notices, and complex queries
• Lead by example in delivering exceptional customer outcomes

🎯 Requirements

• P​roven experience managing a Collections team in unsecured personal lending
• Strong understanding of customer outreach strategies and collections campaigns
• Deep knowledge of FCA, TCF, KYC regulatory requirements
• Experience balancing credit performance with fair customer outcomes
• Experience with multi-channel communication (telephony and email)
• Previous team leadership or supervisory experience preferred

🎁 Benefits

• Equity ownership for all employees
• Hybrid work: 3 days in office with occasional travel to London
• 25 days holiday + 8 bank holidays
• 2 paid volunteering days per year
• One month paid sabbatical after 4 years
• Employee loan and free gym membership with WellHub