Customer Operations Specialist

About the role

The Front Line Operations Agent plays a vital customer facing role, responsible for delivering high quality support for a designated Lendable product. The agent handles general customer service and financial support queries, follows established processes to resolve a range of complex issues, and provides actionable feedback to improve automated tools and AI driven journeys. This role is based in our Chatham office, working on site three days a week and providing weekend coverage with a day in lieu to maintain work life balance.

Key Responsibilities

• Deliver exceptional support for a designated Lendable product, expertly handling a full spectrum of customer service and financial support queries via multiple channels.
• Actively listen, provide clear and accurate responses, and adapt communication style to each customer's needs, including vulnerable and complex financial situations.
• Take end to end ownership of customer interactions, ensuring every query is managed through to effective resolution or appropriate escalation.
• Build rapport and trust while maintaining control of conversations to ensure positive and compliant outcomes.
• Ask probing questions to understand a customer's financial circumstances and identify appropriate support options.
• Adapt flexibly within the designated product area, handling both general service and financial support requirements.

Operational Excellence & Process Execution

• Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance by consistently following key operational procedures.
• Use AI and digital tools to streamline interactions and deliver faster, more accurate service.
• Identify process blockers or recurring issues and communicate them to relevant teams to support continuous improvement.
• Log all interactions accurately and maintain data integrity for audit and learning purposes.

Continuous Improvement & Feedback

• Provide clear, actionable feedback from frontline experiences to enhance knowledge bases, training resources, and AI systems.
• Participate in process reviews and contribute suggestions to improve the customer journey, automation, and operational efficiency.
• Stay updated with system, product, and process changes, readily adapting to evolving procedures.

Learning & Development

• Respond positively to coaching and feedback to improve performance and customer outcomes.
• Demonstrate initiative in learning new tools, products, and procedures as introduced.
• Share knowledge and support colleagues to foster a culture of collaborative learning.

Experience & Skills

• Previous contact centre experience in customer service and/or financial support within financial services.
• Strong ability to handle complex queries with empathy, accuracy, and ownership.
• Confidence following structured processes and identifying opportunities for improvement.
• Excellent communication, rapport building, and conflict resolution skills.
• Proficiency with digital tools and comfortable adopting new technologies, including AI driven platforms.
• Organised and able to manage multiple tasks in a fast paced setting.
• Proactive in feedback and involvement with process and AI improvement initiatives.

Behaviours & Approach

• Customer focused, delivering consistent, positive outcomes.
• Resilient, adaptable, and open to constant change and learning.
• Collaborative, supportive team player committed to shared success.
• High accountability and personal ownership for customer outcomes and process execution.
• Constructive, solutions focused with willingness to challenge the status quo.

Perks & Benefits

• 25 days holiday (26 after 1 year, 27 after 2+ years).
• Share of company equity.
• Comprehensive private medical and dental insurance.
• Up to £4,000 annual performance bonus.
• Reward Gateway access to exclusive employee discounts and recognition programmes.
• Social events, including annual summer day with food, BBQ, and fun.
• Flexible working arrangements (three days in office weekly for hybrid roles).
• Health coverage and mental wellbeing support.
• Retirement savings plans.
• Employee referral bonus.
• Office meals & snacks, fully stocked kitchen.
• Sustainable commuting options (cycle to work, electric vehicle schemes).