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.
Purpose of the Role
To lead and manage the Customer Servicing function across telephony and messaging with 2 team leaders reporting directly to you, ensuring exceptional customer experience, operational efficiency, and compliance with financial services regulations. The role is pivotal in driving service excellence, team engagement, and continuous improvement.
What’s the opportunity?
You will work in a dynamic fast‑paced environment, delivering a significant change agenda for a business that is shaking up the Consumer Finance industry. Working with a passionate set of colleagues who excel at delivery you will have a varied and interesting portfolio of activity that is not constrained by the status quo.
Key Responsibilities
Leadership & Team Management
* Oversee day‑to‑day operations of telephony and messaging teams.
* Set clear performance objectives and be accountable to set and deliver KPIs.
* Foster a culture of accountability, collaboration, and customer‑centricity.
* Coach and develop team leaders to build high‑performing teams.
Customer Experience
* Ensure all customer interactions meet quality standards and regulatory requirements.
* Monitor service levels across channels and implement strategies to improve response times and resolution rates.
* Act as an escalation point for complex or sensitive customer issues.
Operational Excellence
* Manage workforce planning, scheduling, and resource skills and allocation to meet demand.
* Drive process improvements to enhance efficiency and reduce customer effort.
* Utilise data and MI reporting to identify trends and inform decision‑making.
Compliance & Risk Management
* Ensure adherence to FCA regulations, GDPR, and internal policies.
* Maintain robust controls to mitigate operational and reputational risk.
* Support audits and regulatory reviews as required.
Continuous Improvement
* Champion digital servicing initiatives and automation opportunities.
* Gather customer feedback and insights to inform service enhancements.
* Lead projects to optimise multi‑channel servicing strategies.
Skills & Experience
* Proven experience managing customer service teams in financial services.
* Strong knowledge of telephony and digital messaging platforms (Zendesk/AWS/Twillio).
* Excellent leadership, coaching and people development skills.
* Analytical mindset with ability to design data, interpret data and drive improvements.
* Understanding of regulatory requirements (FCA, GDPR).
* Strong communication and stakeholder management skills.
Key Performance Indicators (KPIs)
* Customer satisfaction.
* Service level adherence (telephony and messaging).
* First contact resolution rate.
* Compliance audit scores.
* Employee engagement and attrition rates.
Behaviours
* Customer‑focused and empathetic.
* Data and results‑driven with a continuous improvement mindset.
* Collaborative and inclusive leadership style.
* Resilient and adaptable in a fast‑paced environment.
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.
* Opportunity for flexibility to support work‑life balance.
* 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
Full‑time
Job function
Other
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