Job Description

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

We're on the lookout for a Deputy Team Leader to support our Contact Centre Team Leaders in managing daily operations, maintaining an amazing service and boosting team performance.


This role plays a key part in maintaining high level of customer satisfaction during busy periods, and when the Team Leader isn't available. We encourage an open workplace culture where you can truly be yourself.


Please note this is a full-time position (37.5 hours per week, between the hours of 8am-8pm Mon - Fri and 9am -1pm Saturday. All on a rotating shift pattern)

What you will be doing:

Helping to lead a team of customer service agents to meet performance targets (for example, call handling time, first contact resolution, and customer satisfaction). Monitor live calls, emails, and the team's chats to ensure quality and compliance with our company standards. Provide coaching, feedback, and support to agents to help improve performance and boost morale. Handle escalated customer Service queries and complaints with professionalism and efficiency. Support workforce planning, including scheduling and shift management. When needed, step in to take customer calls. Monitor colleague performance and share insights with the Team Leader and management. Lead team briefings and contribute to training sessions. Help create a positive and inclusive team culture focused on continuous improvement. Step in as Team Leader when they're absent.

What we're looking for from you:

Previous experience in a contact centre environment, ideally in a supervisory or senior agent role. A real passion for delivering outstanding customer service. Stay calm under pressure and confidently handle competing and changing priorities. A good understanding of contact centre metrics and KPIs. Excellent communication and people skills. Ability to motivate and guide a team in a fast-paced, positive and supportive way. A friendly, problem-solving mindset that puts customers first. Open to change and happy to suggest improvements.

What you will get in return:

4-week initial onsite training is provided, Mon-Fri,9-5. We will share with you as much as we can to help you shine in your role ( we ask that no holidays are taken during this period).*
We keep a hybrid setup after training, helping teammates enjoy a great work-life balance with fixed in-office days and two work from home days When you need some time off, we offer 29 days annual leave plus Bank Holidays Up to 15 hours paid volunteering time per year Life insurance at 4x your salary Access to Myndup a Health and wellness platform

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.