Client Services Team Leader

About us

HPD Lendscape is one of the world’s leading software providers for Asset Based Finance (ABF), used by over 135 lenders across the UK, Europe, North America, the Middle East, the Far East, and Sub-Saharan Africa. HPD Lendscape's  SaaS solutions offers working capital financial solutions such as factoring, discounting, supply chain finance, and asset based lending to banks and independent finance providers. Clients include large banks: Lloyds, Santander, ABN Amro, BNP Paribas; and finance providers and lenders such as Bibby, Siemens, Hitachi 

Job role: Client Services Team Leader

Location: London, Wimbledon (currently remote)

Salary: £45,000 + based on experience

Main function

 Our Client Services department is responsible for the day-to-day support of over 100+ international finance clients who are all utilising our software to run their financing business. The team is comprised of expert analysts, technicians and customer service professionals who field a wide range of enquiries from clients on a daily basis from reporting suspected software faults to requesting help and consultancy. The success of the team is not simply dependent on the speed and quality of our advice and support but also on the quality of information and communication we provide. This role shall be pivotal leading the team who are responsible for customer management.

As a Team Lead (also referred to as a Squad Leader) you will be in charge of your team’s backlog grooming and allocation of work. You will mentor, lead by example, monitor your team’s work. You will motivate, celebrate success and recognise high achievement as well as deal with poor performance. You will be your team’s advocate constantly working on making sure the team succeeds, collaborating closely with the Head of Client Services as well as other departments to achieve Company’s goals. 

You will be responsible for enriching the quality of service experienced by HPD’s clients when accessing our Client Services by providing clear and concise reporting, regular service reviews and incident management where required. Client Service Coordinators serve as a link between our wider Client Services function and our clients to ensure that quality information and communication from one end reaches the other, and vice versa.

Required Skills and competencies

Essential skills:

  • Previous Jira Service Desk experience in a fast-paced environment
  • In-depth knowledge of ITIL services (ITIL Certified)
  • Customer service skills at senior stakeholder level
  • Experience of managing relationships with other departments such as the Commercial team
  • Proficient in Microsoft office, Confluence, Power BI
  • Line management experience when to manage immediate client requirements and when to focus on Team Leader activities
  • Demonstrable ability to create new workflows or amend existing ones in response to evolving requirements of the business
  • Experience in producing and maintaining Customer Service level reporting that clearly demonstrates the effective running of that function
  • Adaptable with a hands-on approach
  • Self-starter with the ability to set a clear direction and lead a team to achieve the goal

Experience required:

  • At least two year experience:
    • Incident management experience
    • managing a 4+ team
    • using Jira Service Desk as an Agent
    • using Confluence

The following would be a plus:

  • More than one spoken/written language
  • Willingness to travel (on site client visits if required)
  • Banking / financial background
  • Change management and / or business process improvement within a client service environment. There is an opportunity for the right candidate to shape the future direction of the team.

Values

Our innovative and collaborative approach to finding solutions is what sets HPD apart from the competition.

CSR

We believe in supporting the community in which you work, and to that end, we are proud to have participated in a wide range of philanthropic efforts.

We offer:

  • Private Medical Cover
  • Cash Benefits Plan
  • Travel Insurance
  • Life Insurance
  • Gym Membership
  • Family Friendly Policy
  • Remote Working Policy
  • Flexi Time Policy
  • Volunteering Scheme
  • Training
  • And many more!




 

Or, know someone who would be a perfect fit? Let them know!

London, UK

22 Worple Rd
SW19 London Directions careers@hpdlendscape.com 020 8780 6800

What it's like at work

We are a pretty unique blend of finance experts and technology specialists working together. 

We offer the right career for you. Whether you’re an ambitious student or a graduate, or an experienced professional, you’ll be working alongside specialised industry experts.

We reward commitment by weekly, quarterly and annual social gatherings. Celebration with staff and family are part of our day to day office life.

Connect with us to be the first to hear about exciting new roles.

 

Already working at HPD LendScape?

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email
@hpdlendscape.com
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