Customer Operations Executive (Chatham, UK)

Lendable Ltd; Chatham; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

A leading fintech company in Chatham is seeking a Customer Service Representative to handle customer queries around loans and cards. You will ensure high standards of customer interaction and contribute to process improvements. Candidates should have at least 6 months of customer service experience, preferably in financial services, and possess strong communication skills.

Benefits

Best-in-class compensation

Work-from-home options

Private health insurance

Qualifications

• Minimum 6 months customer service experience preferable.
• Previous loans, cards, and motor experience are desirable.
• Contact center experience in financial services is a plus.

Responsibilities

• Ensure all customer contact is conducted to the highest standard.
• Interact directly with customers to ensure first-contact resolution.
• Identify opportunities for product and process improvement.

Skills

Customer service experience

Communication skills

Problem-solving skills

Job description

About Lendable

Lendable is on a mission to make consumer finance amazing: faster, cheaper, and friendlier. We're building one of the world’s leading fintech companies and are off to a strong start:

• One of the UK’s newest unicorns with a team of just over 600 people

• Among the fastest-growing tech companies in the UK

• Profitable since 2017

• Backed by top investors including Balderton Capital and Goldman Sachs

• Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)

So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.

We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.

Join us if you want to

1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1

2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo

3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting

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 thefirst point of contact for customers resolving queriesat the first point of contact andensuring customers' needs are met.

Reporting to the Team Lead, you will undertake customer queries viatelephony, 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 achieveoverall quality standards, and embed processes and proceduresto deliver good customer outcomes

How you will impact the objectives

• Ensure allcustomer contact is conducted to the highest standard and qualitymonitoring supports this area.

• Ensure process and policy adherence, highlighting processes to management which may require enhancement.

• Interact directly with customers via voice/non-voiceas part of your role to ensure customer demand is met and customers achieve first-contact resolution on their query/need.

• Support customers ensuring interactionsare assessed against Lendable's quality assurance scorecard and delivering meaningful and tailored responses.

• Identify opportunities for product and process improvementto better serve customers

• Escalating risks or potential riskswhich may negatively impact good customer outcomes

• Identifying and recording customer dissatisfactionagainst Lendable's processes and respondingappropriately to achieve complaint resolution,where complaint resolution is not possible following complaint escalation procedures.

• Support other areas within Operationsto meet operational performance if required.

• Meeting defined individual and team performance targetsto ensure delivery of key business and department objectives.

Your experience

• Minimum6 months Customer Serviceexperience preferable

• Previous Loans, Cards, and Motorexperience are desirable.

• Contact centre, financial servicesexperience 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 team

2. Onsite Interview

3. Meet the team you’ll work with daily

Life at Lendable

• 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, those based in the UK come together IRL at our Shoreditch office in London 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

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