Customer Experience Specialist

InDebted; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

InDebted in the United Kingdom is seeking a Customer Experience Specialist (France & UK) to deliver empathetic, compliant support to customers navigating debt. This on-site role is based in or around the London area and requires full UK working rights with no visa sponsorship.

You will handle complex inquiries, collaborate with cross-functional teams, and mentor peers while contributing to playbooks and improvements across France and UK markets.

Qualifications

• Strong customer service and relationship management skills.
• Experience in collections, financial services, or consumer debt environments with regulatory awareness.
• Excellent written and verbal communication skills.
• Proficient with CRM systems, contact centre platforms, and common productivity tools.
• Fluency in French and English; other European languages are a plus.

Responsibilities

• Manage complex customer inquiries across multiple channels.
• Explain options and outcomes clearly to customers by phone and digital channels.
• Collaborate with operations, compliance, product and analytics to raise cases and improve processes while meeting regulatory requirements.
• Mentor peers and contribute to best-practice playbooks.
• Provide insights to improve tools, workflows and customer experience in France and UK markets.

Skills

Customer service

Relationship management

Clear communication

Bilingual: English/French

Empathy

Education

Business or CX related education

Tools

CRM systems

Contact centre platforms

Productivity tools

Job description

About the Role

The Customer Experience Specialist (France & UK) is a full-time, on-site role based in or around the London Area, United Kingdom. This role focuses on delivering high-quality support and guidance to customers navigating debt, ensuring interactions are empathetic, compliant, and aligned with InDebted's customer-centric values.

Full working rights in the United Kingdom required; we're not able to sponsor a visa for this role.

What You'll Do

• Day-to-day responsibilities include managing complex customer inquiries, and resolving issues across multiple communication channels.
• Providing clear explanations of options and outcomes to customers over phone and digital channels.
• The specialist will collaborate with internal teams such as operations, compliance, product, and analytics to raise cases, suggest process improvements, and ensure regional regulatory requirements are met.
• The role also involves mentoring peers, contributing to best-practice playbooks.
• Offering insights to enhance tools, workflows, and overall customer experience across our France and UK markets.

What You'll Bring

• Strong customer service and relationship management skills, with proven experience handling sensitive or complex customer situations.
• Experience in collections, financial services, or consumer debt environments, with a solid understanding of European (ideally French) and UK regulatory frameworks.
• Excellent communication skills (written and verbal), including the ability to explain complex information clearly and empathetically.
• Proficiency with CRM systems, contact centre platforms, and common productivity tools, with comfort working across multiple digital channels.
• Fluency in French and English; additional European languages are an advantage. Relevant education or training in customer experience, business, or related fields is preferred.

Nice to Have

• Demonstrated problem-solving, analytical thinking, and decision-making skills, including the ability to work with data and customer insights.
• Prior experience including mentoring or coaching team members, is highly beneficial.

Hiring Process

Our hiring process is designed to give you a real feel for the role and for how we work. It includes a screening call, conversations with the hiring manager and a peer, and a values conversation with someone from outside the team.

Life at InDebted

Debt is stressful, and the way its been collected for decades has often made it worse. We started InDebted in 2016 to change the world of consumer debt for good. That means giving people dignity, control and flexibility when they need it most, and giving businesses a smarter way to recover value.

Today we're more than 300 people across Australia, New Zealand, the UK, the US, Canada, Mexico and the UAE, working closely across time zones. We've helped more than five million customers, and they rate us 4.9 stars across 2,700+ Google reviews.

How we work

We're honest with each other, share context openly and say what we think. Wins belong to the team, and we'd rather solve a problem together than take credit for it alone. Every decision comes back to the person on the other end of it, whether that's a customer, a client or a colleague. We move quickly, ship early and learn as we go. We're ambitious about where we're heading, and we look after each other along the way.

AI is part of every role

We're an AI-native company, in how we work as well as what we build. Everyone here uses AI tools every day, from engineering and product to customer experience and marketing. We'll talk with you about how you use AI early in the hiring process, and help you build on it once you join.

Why Join Us

Now is an exciting time to join. You'll play a direct role in our next phase of growth, helping make debt resolution smoother and fairer for everyone involved.