Join to apply for the Telephony Team Leader role at LendInvest (LSE: LINV)
About the role
We’re looking for an experienced Telephony Team Leader to lead and support our growing team of phone-based Business Development Associates in Glasgow. This is a fantastic opportunity for someone with a strong background in mortgage lending, call centre or customer service environments, and a proven ability to manage high-performing phone-based sales teams.
You’ll be responsible for day-to-day team management, performance coaching, and ensuring our BDAs provide outstanding support to our mortgage broker network. The team plays a key role in managing inbound enquiries, qualifying leads, and supporting brokers throughout their journey with LendInvest – and you’ll be central to making sure we maintain a high-quality, responsive service.
This role offers the opportunity to shape how we support our sales function from the inside, working closely with senior leaders across distribution and operations.
Key Responsibilities
* Lead and manage a team of 6 BDAs, setting performance goals, coaching, and conducting regular 1:1s
* Oversee day-to-day workload allocation, including call coverage, web chat, and email response times
* Monitor team KPIs, call quality, and productivity to ensure high service standards are met
* Act as a senior point of contact for broker escalations and internal queries
* Collaborate with field-based BDMs and Sales leadership to align internal support with external activity
* Support training and onboarding of new team members, including ongoing skills development
* Contribute to continuous improvement of internal sales processes and broker experience
* Maintain a strong working knowledge of LendInvest’s mortgage products, criteria, and systems
What We’re Looking For
* Previous experience in a team leader or management role within a customer service or call centre environment
* Solid understanding of the UK mortgage market – experience working at a lender, broker, or mortgage distributor is strongly preferred
* Proven ability to lead and motivate a team in a phone-based sales or service role
* Strong communication and interpersonal skills, with a hands-on and collaborative leadership style
* Highly organised with excellent time management and a proactive approach to problem-solving
* Comfortable working in a fast-paced environment with changing priorities
Why Join Us?
At LendInvest, you’ll be joining a business that’s passionate about innovation and customer service in the mortgage space. You’ll have the chance to make a real impact, lead a high-potential team, and grow your career within a company that values progression and continuous improvement.
* Competitive salary + company bonus scheme
* 25 days holiday (increasing with the length of service)
* Matched pension contributions up to 4%
* Regular performance reviews to promote a culture of growth and development
* Give as you earn scheme for charitable donations
* Support for attending conferences and professional learning & development
* Cycle to work scheme
* Season ticket loan
* Electric car loan scheme
* Monthly socials & annual offsite
Diversity, Inclusion & Belonging at LendInvest
At LendInvest we believe in bringing your whole self to work, we are committed to a culture of belonging where individuals can form a genuine community. We are proud to be an equal opportunities employer and are committed to building a team that represents a variety of backgrounds, perspectives and skills.
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