Overview

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.

About Jaja: Our Mission is Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future. We are a UK-based consumer finance business redefining the experience to make it simpler and fairer for customers. We operate with the values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple. We are a collaborative, diverse team with a mix of industry veterans and tech-enabled innovators.

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 Optimisation
• 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.

Essential — Skills & Experience

• 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

Seniority level

• Mid-Senior level

Employment type

• Other

Job function

• Information Technology