Customer Resolution Associate

Randstad (Schweiz) AG; Belfast; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join Raylo's Collections team in Belfast and play a vital role in supporting vulnerable customers with empathy and professionalism. This position focuses on managing sensitive customer cases, advocating for tailored repayment plans, and contributing to improving tools and processes for enhanced support. With opportunities for progression and a commitment to employee development, this challenging yet rewarding role is perfect for those who want to grow in a mission-driven environment.

Benefits

Stock options for all employees

Exclusive device lease for employees

25 days + 8 bank holidays off

L&D budget for skills development

Performance reviews twice a year

5 months full pay for primary caregivers

Workplace nursery scheme

Perkbox discounts and benefits

Quarterly socials and parties

Qualifications

• 1-2 years of experience in customer-facing role, ideally in collections or customer support.
• Ability to handle emotionally sensitive cases with professionalism.
• Knowledge of FCA regulations and TCF principles.

Responsibilities

• Proactively identify vulnerable customers and design fair repayment solutions.
• Deliver compliant customer support in line with FCA principles.
• Take ownership of high-risk cases ensuring timely resolution.

Skills

Customer support

Empathy

Problem-solving

Communication

Time management

Job description

Why We Exist

At Raylo, we’re on a mission to accelerate the move to a circular economy. The only way customers and manufacturers will make that shift is if it’s simple and cost-effective - this is where we come in. Our technology platform powers the lease-and-reuse of devices, making them more sustainable, accessible, and affordable.

We’re building a category-defining marketplace, making premium tech available via subscription for both consumers and businesses. With over 100,000 subscribers in the UK - and growth accelerating - we’ve proven the demand for a smarter, more sustainable way to access technology.

Raylo is a profitable, B Corp-certified company, driven by purpose and backed by leading investors including NatWest, Channel 4 Ventures, Macquarie, Octopus Ventures, and Telefónica. We’re also proud of our industry-leading customer satisfaction, with an Excellent 4.5-star Trustpilot rating from over 15,00 reviews.

If you're looking to make a real impact and be part of a high-growth, mission-driven team, join us at Raylo. Together, we’re not just reducing waste - we’re shaping the future of technology in a way that’s smarter, more sustainable, and built to last.

Our Core Values

Be deeply curious – We thrive on innovation through diverse approaches, views, and people.

Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.

Focus and execute – We have a big vision, but we believe in nailing the most important problems first.

Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.

What to Expect

You’ll be joining our Belfast-based Collections team, playing a vital role in ensuring Raylo delivers empathetic and effective support to vulnerable customers. Your core focus will be managing sensitive and complex customer cases with care, professionalism, and a deep understanding of regulatory standards (FCA and TCF principles).

From day one, you'll support Raylo’s mission by advocating for the best possible customer outcomes through tailored repayment plans, thoughtful signposting, and de-escalation expertise. In the short term, you'll onboard and build strong foundational knowledge of our customer care approach. In the longer term, you'll contribute to improving tools, processes, and strategy around our vulnerable customer support and could become a specialist in this space.

This is a challenging yet rewarding role with progression opportunities. Current team members have grown into more senior roles, and we’re committed to supporting development pathways for those who want to grow.

This role will be based in our Belfast office, and we currently offer hybrid working in Operations at Raylo - this means we are in the office 4 days per week, with flexibility to work from home 1 day per week, following the probation period.

What You’ll Do

• Proactively identify vulnerable customers and design fair, personalised repayment solutions.Provide accurate, compassionate signposting to external support services.

• Deliver empathetic, compliant customer support in line with FCA and TCF principles.

• Take ownership of high-risk cases, ensuring timely escalation and resolution.

• Partner with Operations, Risk, and Product to close process gaps and improve support for vulnerable customers.

• Analyse customer cases to uncover trends and inform improvements in tools and journey design.

• Mentor new team members, promoting a high standard of tone, empathy, and regulatory awareness.

• Lead or contribute to initiatives that drive sustainability, trust, and long-term customer retention.
  
  

You’ll Succeed With

• 1-2 years of experience in a customer-facing role, ideally in collections, customer support, or financial services, where regulatory compliance and empathy are critical.
• Proven ability to handle emotionally sensitive cases, maintain professionalism under pressure, and deliver fair outcomes for vulnerable customers.
• Knowledge of FCA regulations and TCF (Treating Customers Fairly) principles; experience supporting customers with financial hardship is a plus.
• Handling financial hardship cases, providing tailored repayment solutions, and signposting customers to external support services.
• Strong communication, de-escalation, time management, and problem-solving skills.
• A people-first mindset, maintaining resilience and emotional intelligence, remaining composed during sensitive conversations and working to de-escalate challenging situations with professionalism.
• Thriving in a collaborative, fast-paced environment where everybody is passionate about delivering an outstanding customer experience.
• A commitment to Raylo’s mission of ethical, sustainable, and customer-centric technology access.
  
  

We’re not looking for you to meet every point on this job description, please still get in touch if you think you could add value and do your best work here at Raylo. We'd love to have a chat and see if you could be a great fit.

Opportunities & Benefits

We are continuously improving and listening to our quarterly employee surveys to provide the best opportunities and benefits for our employees.

• Share in Raylo’s success – Stock options for all employees
• Get the latest tech – Exclusive Raylo device lease for employees
• 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you
• Invest in your growth – L&D budget to support the skills you value
• Fast-track your career – Two performance reviews a year
• Family-first policies – 5 months full pay for primary caregivers, 1 month for secondary caregivers
• Save big on childcare – Workplace nursery scheme for major cost savings
• Perks on perks – Perkbox membership with discounts & wellbeing benefits
• Good times, guaranteed – Optional quarterly socials, plus summer & Christmas parties
  
  
  

Hiring Process

What’s next?We set an exceptionally high bar at Raylo, and in return, we will aim to give you the best candidate experience possible.

If there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason, please let us know.

1. Talent Screening (30 minutes)
   
2. On-site Hiring Manager Interview (45 minutes)
   
3. On-site Final Interview, which includes:
4. • Values-based Interview (45 minutes)
   • Executive Final Interview (45 minutes)
     

If you're successful, the Talent Team will contact you within 2 weeks of your application.

*As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process.

Diversity & Inclusion at Raylo

At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.