Customer Operations Team Leader

We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products.

We're a fast-growing FCA-regulated consumer credit company. We have members, not customers and we take a lot of pride in that

As one of the UK's only subscription finance company in the market, we truly have a unique value proposition. Our mission is very clear; to improve the financial stability and resilience of our members. We do this through the products we provide, the partnerships we have, and our educational content. We want our members, and everyone in the UK to be able to better manage their finances and steer them away from high-cost, unregulated credit options.

We're a world-class, well-funded, diverse team from over 20 different countries that believes in the product we're building and the service we're providing for our members. We've grown significantly in the last 18 months and are evolving our Marketing structure to reflect that. 

About the role

As a Customer Operations Team Leader (Forbearance), you will lead a team of agents responsible for managing member forbearance cases with accuracy, empathy, and compliance.

You will oversee daily queue management, SLA delivery, performance reporting, and process improvement across all forbearance workflows. This role requires a balance of strong operational control, people management, and analytical ability.

You will work closely with senior leaders in both the UK and Bangalore to ensure consistent quality, efficiency, and fairness in every member outcome.

Key Responsibilities

• Team & Queue Management
• Oversee daily management of the forbearance queues, ensuring all tickets are actioned within SLA.
• Monitor performance dashboards, reallocate workload as needed, and proactively identify bottlenecks or risks.
• Ensure cases are handled consistently and in line with company policy, FCA guidance, and internal QA expectations.
• Provide daily performance feedback and hold regular huddles to align priorities and address challenges.
• Process Improvement & Reporting
• Analyse trends in volume, case types, and outcomes to identify process inefficiencies or training needs.
• Propose and implement improvements that enhance speed, accuracy, and quality of case resolution.
• Produce clear and insightful weekly performance reports on productivity, quality, and SLA adherence.
• Work collaboratively with the UK Operations and QA teams to review process updates and ensure seamless alignment.

Training & Quality

• Lead process training for new joiners and refresher sessions for existing team members.
• Embed a culture of learning by ensuring all team members are confident in applying process documentation correctly.
• Conduct quality reviews and calibrations with the QA team, addressing any recurring themes through coaching and feedback.
• Monitor individual performance against QA and vulnerability scores, ensuring continuous improvement.

Leadership & Coaching

• Inspire and motivate your team to deliver consistently high-quality work under pressure.
• Set clear performance goals and development objectives for each team member.
• Recognise and celebrate high performance; identify and support underperformance with structured development plans.
• Promote Creditspring's values by leading with empathy, fairness, and accountability.

Collaboration & Communication

• Maintain regular communication with UK Operations leaders to share performance insights and local updates.
• Escalate risks or issues promptly with data-backed recommendations for resolution.
• Ensure consistent member experience by aligning team activity with wider operational priorities.

What you'll need to succeed

• An experienced team leader with strong organisational, analytical, and communication skills.
• Passionate about leading teams that deliver fair, empathetic, and compliant outcomes.
• Skilled at balancing operational demands with people development.
• Proactive in identifying problems and creative in finding solutions.
• Comfortable using performance data and reports to inform decisions.
• Adaptable and calm under pressure, with a commitment to collaboration and continuous improvement.

Preferred Qualifications

• Bachelor's degree in business administration, Management, or a related field
• 3–5 years of experience in a customer operations or financial services environment.
• Prior experience managing a team in forbearance, collections, or customer service operations.
• Familiarity with tools such as Dixa, Scorebuddy, or similar CRM and QA systems is a plus.
• Strong understanding of compliance, vulnerability, and quality frameworks.

Don't meet all the listed requirements? Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so if your experience doesn't fit perfectly but this role excites you, we'd love for you to apply. We're committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self.

Please note that the People Team is contactable only via Unsolicited emails to other team members will not be actioned.