Customer Service Team Leader

We're looking for a Customer Service Team Lead to lead and support our growing team of phone-based Business Development Associates in Glasgow. This is a fantastic opportunity for someone with a background in mortgage lending, call centre or customer service environments, who is either keen to step into a management position or has existing management experience and looking for a new challenge. 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. Please note, we are happy to consider part-time or condensed hours for this role.,

• 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
  Strong experience in a customer service or call centre environment, either with existing management experience or a strong desire to develop in this area and take on this responsibility
• Solid understanding of the UK mortgage market - experience working at a lender, broker, or mortgage distributor is strongly preferred
• 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
  LendInvest is the UK's leading FinTech platform for property finance. Over the past 17 years we have grown from just our two founders to a team of over 200 working to make property finance simple for everyone.
A workplace culture built around trying new things, getting things done and having fun while we do it has helped us lend more than £8 billion of mortgages, put thousands of new or improved homes into the UK housing market and successfully launch on the London Stock Exchange. We have big plans to continue growing the business, our products, our technology and our people., At LI we believe in bringing your whole selves 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.
• Competitive salary + company bonus scheme
• Hybrid working policy
• 25 days holiday (increasing with the length of service)
• Private healthcare
• Enhanced parental leave
• Matched pension contributions up to 4%
• Critical illness cover
• Employee Assistance Programme & Mental Health support
• Life assurance
• Regular performance reviews to promote a culture of growth and development
• Leadership training for managers
• Give as you earn scheme for charitable donations
• Support for attending conferences and professional learning & development
• Discounts via Perkbox
• Cycle to work scheme
• Season ticket loan
• Electric car loan scheme
• Monthly socials & annual offsite