Job Description

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.

Why 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! The role offers variety with great potential for career development. The focus of this opportunity is to deliver exceptional customer experience, across multiple channels, to deliver commercial success, within a regulated credit card environment.

Key Responsibilities

Performance Leadership

Set clear performance expectations and KPIs aligned with customer servicing goals. Use real-time data and dashboards to monitor team productivity, quality, and customer outcomes. Conduct regular performance reviews, coaching sessions, and structured 1:1s to drive continuous improvement. Recognise and reward high performance, while addressing underperformance constructively.

Customer Experience & Process

Optimisati

on

Champion customer-centricity by identifying friction points and implementing solutions. Lead initiatives to improve digital channel adoption and reduce avoidable contact. Collaborate with training and QA teams to close skill gaps and enhance service delivery.

Compliance & Quality Assurance

Ensure adherence to regulatory standards and internal policies. Support resolution of complex queries with a focus on first-contact resolution and customer satisfaction. Partner with QA to analyse trends and implement corrective actions.

About You

You're a results-driven leader who thrives on accountability and team success. You inspire others through clarity, consistency, and a passion for customer excellence.

Skills & Experience

Essential

Proven track record of leading high-performing customer servicing teams in regulated environments. Financial services / Fintech / credit card industry knowledge Strong understanding of frontline KPIs (e.g. AHT, FCR, CSAT, QA scores). Skilled in performance coaching using SMART/SBI frameworks. Comfortable with data analysis and using insights to drive decisions. Resilient, adaptable, and proactive in managing change. Excellent communication and stakeholder management skills.

Desirable

Experience in multi-channel servicing (telephony, chat, email). Zendesk knowledge / experience Awareness of mental health and wellbeing in team leadership. Familiarity with continuous improvement methodologies (e.g. Lean, Six Sigma). Experience with CRM and workforce management platforms.

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