Front-Line Operations Agent in Chatham

Responsibilities

• Deliver exceptional support for a designated Lendable product, expertly handling a full spectrum of customer service and financial support queries via multiple channels, efficiently executing established processes.
• Listen actively and provide clear, accurate responses, adapting communication style to each customer’s needs, including those in vulnerable situations or with complex financial queries such as customers in financial difficulty.
• 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, ensuring positive and compliant customer outcomes.
• Ask effective probing questions to understand a customer’s financial circumstances and identify appropriate support options.
• Work flexibly within the designated product area, adapting fluidly between general customer service and financial support requirements, and responding to varying service needs and complex customer queries.
• Operational Excellence & Process Execution
• Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance by consistently following key operational procedures and applying appropriate judgement to specific customer circumstances.
• Effectively use AI and digital tools to streamline customer interactions and deliver faster, more accurate service.
• Identify blockers, process gaps, or recurring issues and communicate these to relevant teams, supporting continuous improvement initiatives.
• Log all interactions accurately and ensure data integrity for audit and learning purposes.
• Continuous Improvement & Feedback
• Provide clear, actionable feedback from frontline experiences to enhance our knowledge base, training resources, and AI systems.
• Participate in process reviews and contribute suggestions to enhance the customer journey, automation, and operational efficiency.
• Remain up to date with ongoing system, product, and process changes, readily adapting to evolving procedures.
• Learning & Development
• Respond positively to coaching and feedback, using it to improve performance and customer outcomes.
• Demonstrate initiative in learning new tools, products, and procedures as they are introduced.
• Share knowledge and support colleagues, helping to create a culture of collaborative learning.

Experience & Skills

• Previous experience in a contact centre environment, with demonstrated experience in both customer service and financial support roles (or a combined equivalent), particularly within financial services.
• Demonstrated ability to handle complex queries with empathy, accuracy, and ownership.
• Confidence in following structured processes and ability to identify opportunities to improve them.
• Strong communication, rapport‑building, and conflict resolution skills.
• Skilled in using 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 offering feedback and participating in process and AI improvement initiatives.
• Behaviours & Approach
• Customer‑focused, with a passion for delivering consistent, positive outcomes.
• Resilient, adaptable, and open to constant change and learning.
• Collaborative, supportive team player committed to shared success.
• High level of accountability and personal ownership for customer outcomes and process execution.
• Constructive, solutions‑focused approach with willingness to challenge the status quo.
• Interview Process
• 30‑minute remote interview with one of the Talent team.
• 1‑hour onsite interview with a Team Leader.
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