Operations Associate

Ayan Capital; Greater London; On-site; GBP 29,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

Opportunity for growth

Job summary

Ayan Capital, a UK fintech, is hiring for a customer operations role based in London. You will handle inquiries across multiple channels, guide customers from application through to purchase, and coordinate with underwriting and operations to unblock deals.

We value ownership, clear communication, and the ability to improve processes in a regulated environment. This is a strong starting point for growth within the company, with opportunities to take on more responsibility as Ayan expands.

Qualifications

• Clear communication: write and speak clearly without jargon.
• Empathy: patient with customers in difficult situations.
• Organisation: handle multiple conversations and tasks.
• Ownership: resolve issues end-to-end without passing them on.
• Hunger: seek responsibility, learning, and progression.
• Attention to detail: spot inconsistencies and errors.
• Learning speed: pick up new systems and processes quickly.

Responsibilities

• Answer customers across WhatsApp, email, phone, Instagram and Facebook.
• Help customers move from approval to driving away, including documents and payments.
• Coordinate with underwriting and operations to unblock deals.
• Assist existing customers with payment dates, changes, settlements and queries.
• Own difficult cases from start to finish.
• Keep accurate records and communicate clearly in a regulated business.
• Spot recurring problems and help fix the process behind them.
• Improve standard answers and internal workflows to reduce issues.
• Identify complaints and ensure proper handling.

Skills

Clear communication

Empathy

Organisation

Ownership

Hunger

Attention to detail

Learning speed

Job description

About Ayan

Ayan Capital is a UK fintech founded by the team behind Alif Bank, which serves 10 million customers and processes over $1 billion in transactions every month.

We started with FCA-regulated halal car finance. Since then, we've launched AyanCare, our breakdown protection plan, and we're launching AyanPay, a deferred credit product. We've also closed a £75m funding line.

We're still early. The next step is building financial products for businesses, and the ambition beyond that is to build a global, generational company.

The role

You'll sit at the centre of our customer and operational workflows.

You'll help customers from their first question, through getting approved and buying their car, to managing their account afterwards. You'll work across WhatsApp, email, phone and social media, while coordinating with underwriting and the wider operations team to get things done.

This isn't a role where you just answer questions and pass problems on. We want people who take ownership, figure things out and improve the process behind the problem.

It's also a strong starting point at Ayan. People who prove they can take on more responsibility move into other parts of the business. Our CEO, COO and Product Owners all started in this kind of customer-facing operational role.

What you’ll do

• Answer customers across WhatsApp, email, phone, Instagram and Facebook
• Help customers get from approval to driving away — including documents, vehicle checks, invoices and payments
• Work with underwriting and operations to unblock deals and resolve problems
• Help existing customers with payment dates, account changes, settlements and other queries
• Own difficult cases from beginning to end rather than passing them around
• Keep accurate records and communicate carefully in a regulated financial business
• Spot recurring customer problems and help fix the process behind them
• Improve standard answers and internal workflows so the same issues happen less often
• Identify complaints and make sure they’re handled properly

What we’re looking for

You don’t need experience in finance. We'll teach you the product.

We care much more about how you work.

• Clear communication: you write and speak clearly and can explain things without jargon
• Empathy: you’re patient with customers, including when they’re frustrated or in difficult situations
• Organisation: you can handle multiple conversations and tasks without dropping things
• Ownership: when something goes wrong, your instinct is to figure out how to resolve it
• Hunger: you want responsibility, want to learn quickly and want to progress
• Attention to detail: you notice when something doesn’t look right
• Learning speed: you pick up new systems, processes and information quickly

Nice to have

• Customer service or operations experience
• Experience managing social media comments or DMs
• Experience in finance or another regulated industry
• Experience in a startup or fast-moving environment

None of these are required.

Practical details

• Full-time
• London office, five days a week
• Competitive salary
• Significant opportunity to take on more responsibility as Ayan grows

Hiring process

• Intro call
• Interview with the team
• Short practical exercise
• Offer