Deputy Team Leader

Management Level

H

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 epitomise 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.

The Role

The Deputy Team Leader will support Team Leaders in ensuring daily operations run smoothly and that Lenvi deliver high levels of customer satisfaction. This role involves acting as an escalation point within teams and will involve some coaching and development of agents.

This role will see you coordinate with Team Leaders to ensure full shift coverage of their respective teams and that key performance indicators (KPIs) are achieved, adherence standards are delivered, and queue prioritisation is optimised. To better support direct reports, the Deputy Team Leader will attend office on a hybrid basis.

What you will be doing

• Quality Assurance – Undertake risk-based quality checks, based on the first line scorecard. Interpret agent feedback from Lenvi’s second line of defence checks and work with both the team and second line to implement any rectification or training requirements identified. Address any issues with the Team Leader as necessary and provide constructive feedback to agents ensuring any remedial actions are successfully concluded
• Feedback - Thoroughly evaluate and provide comprehensive feedback to all agents based on any received feedback.  Ensure feedback is specific and provides clear steps for improvement.  To include Gov Metrics and any Ad Hoc feedback.
• Coaching - Conduct individual coaching sessions tailored to the identified training needs of each agent. Develop and deliver team coaching sessions to address common issues. Share best practices with all agents.  Regularly review progress and adjust coaching plans as needed.
• Resource and Performance Management - Assist team leaders in meeting and maintaining adherence to KPIs and performance indicators.  Generate regular reports to review performance against KPIs for agents.  regularly seek ways to enhance processes and performance.
• Deputise for Team Leaders - Provide comprehensive support to teams, ensuring they have the resources and guidance needed to succeed. Act as the senior point of contact in the absence of a Team Leader.  Acting as a role model and leading by example.
• Communication - Oversee and engage in online channels like team chats, offering improvement suggestions and conducting update sessions, such as buzz sessions, to facilitate progress. Regularly review the Knowledge Management System (KMS) to ensure it remains current and relevant.
• Customer Service Excellence – Handle escalated customer inquiries and complaints, providing effective and timely resolutions in line with the complaint regulatory guidelines.

What we are looking for from you

• Experience -strong understanding of operational fulfilment centres and experience as an agent or of managing agents within a contact centre or customer service environment.
• Software - proficiency in using contact centre software and CRM systems.
• Customer Focus - commitment to providing exceptional customer service and enhancing the customer experience.
• Analytical Thinking - ability to analyse performance data and identify trends and areas for improvement.
• Problem-Solving - proactive approach to resolving issues and implementing effective solutions.
• Communication - excellent verbal and written communication skills for interacting with team members, customers, and senior management.
• Organizational Skills - strong ability to manage multiple tasks and prioritize effectively.
• Adaptability - 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.
• Employee discounts – Discounts and cashback at your favourite high street stores through our
• EQ Wins Platform.
• 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.

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.