Customer Operations Executive (Chatham, UK)

Lendable Ltd; Chatham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A fintech company based in Chatham is seeking a Customer Operations representative to handle customer queries and ensure satisfactory resolutions. This role requires a minimum of 6 months in customer service and offers the flexibility of hybrid work. Key responsibilities include managing customer communications and identifying improvement opportunities. Competitive compensation and a supportive work environment are provided.

Benefits

Private health insurance

Equity in the company

Fully stocked kitchen

Qualifications

• Minimum 6 months Customer Service experience preferable.
• Previous Loans, Cards, and Motor experience is desirable.
• Experience in a contact centre or financial services is a plus.

Responsibilities

• Resolve customer queries via telephony, email, and live chat.
• Ensure quality standards in customer interactions.
• Identify opportunities for product and process improvement.

Skills

Customer Service experience

Communication skills

Problem-solving

Job description

* Chatham* Full Time (Permanent)* Hybrid* Customer Operations## About the role*Location: Chatham, Kent UK*The Customer Service department is responsible for working with customers who have queries about their loan/card/Motor from the application stage and supports the end-to-end journey. Our primary role is to be the**first point of contact for customers resolving queries at the first point of contact and ensuring customers' needs are met.**Reporting to the Team Lead, you will **undertake customer queries via telephony, email and live chat.** We're looking for a superstar who can utilise their skills and capability levels in the performance of their roles so that they can consistently achieve overall quality standards, and embed processes and procedures to **deliver good customer outcomes****How you will impact the objectives*** Ensure all customer contact is **conducted to the highest standard and quality monitoring supports** this area.* Ensure process and policy adherence, highlighting processes to management which may require enhancement.* Interact directly with customers via voice/non-voice as part of your role to **ensure customer demand is met** and customers achieve first-contact resolution on their query/need.* Support customers ensuring interactions are assessed against Lendable's quality assurance scorecard and delivering meaningful and tailored responses.* Identify **opportunities for product and process improvement** to better serve customers* **Escalating risks or potential risks** which may negatively impact good customer outcomes* **Identifying and recording customer dissatisfaction** against Lendable's processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures.* Support other areas within Operations to meet operational performance if required.* Meeting defined individual and team performance targets to ensure delivery of key business and department objectives.**Your experience*** Minimum **6 months Customer Service**experience preferable* **Previous Loans, Cards, and Motor experience are desirable.*** Contact centre, **financial services experience desirable.*** Working to targets is preferable but not essential* Previous experience of working in a customer contact/facing role essential (if no previous work experience, able to evidence competencies which demonstrate capability)**Interview Process**1. A quick phone call with one of the team2. Onsite Interview3. Meet the team you’ll work with daily* The opportunity to scale up one of the **world’s most successful** fintech companies* **Best-in-class** compensation, including equity* You can work from home **every Monday and Friday** if you wish - on the other days we all come together IRL to be together, build and exchange ideas* Enjoy a **fully stocked kitchen** with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday* We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to **private health insurance*** We're an **equal opportunity employer** and are looking to make Lendable the most inclusive and open workspace in London