At a Glance
- Tasks: Lead customer support and operations to enhance the customer journey and drive business growth.
- Company: Award-winning SME lender with a vibrant team and exciting growth opportunities.
- Benefits: Competitive salary, hybrid working, and a chance to shape customer experiences.
- Other info: Fast-paced environment with opportunities for professional development and innovation.
- Why this job: Join a dynamic team and make a real impact in the fintech industry.
- Qualifications: Experience in fintech lending, customer support, and team management.
The predicted salary is between 40000 - 50000 £ per year.
London – Hybrid working (2 days in the office)
Salary - £40K - £45K basic
My client is an award-winning SME lender with 2 competitive unsecured lending products in the market. After trading successfully for 5 years in the UK, they have hit profitability and doubled their lending book in the last 18 months, creating a vibrant and exciting time to join the business. They have a brilliant team of 20, continually investing in technology to enhance lending ability and are set to announce some exciting large strategic partnerships which will accelerate their lending book! Still being early in their growth journey, they are always looking to expand the team and improve their offering for customers. This role is focused on streamlining and scaling the end-to-end customer journey to support continued growth and customer experience.
Key Responsibilities:
- Team Management: Line-manage the Customer Support & Operations Executive (to be hired in early 2027), setting objectives, conducting regular 1-2-1s, and supporting professional development.
- Customer Onboarding: Oversee end-to-end onboarding: DocuSign agreements (SLA 1 hour, max 4 hours at peak), KYC (ApplyID), account and facility setup. Ensure onboarding is completed without delay post-approval and monitor onboarding quality and customer satisfaction.
- Customer Utilisation Management: Review the first 30 days post-onboarding to confirm customer utilisation and flag non-utilising or low-utilising accounts, including broker-sourced customers ahead of expiry of the funding period.
- Customer Service & Query Resolution: Ensure timely resolution of customer queries and deal with any escalated or complex issues amongst our deal cycle. Look to enhance policies, find areas for process improvement, and continue to build the journey for customers.
- Arrears & Collections Management: Oversee the arrears collection process (Day 1 / Day 3 / Day 5 escalation framework) before it is passed over to the collections team if problems cannot be resolved. Monitor arrears daily, review trends weekly, and drive reduction strategies.
- Operational Support & Transaction Management: Oversee pending transaction monitoring: Open Banking consent, pending approvals, payee management, and account suspension checks. Track suspension rates, transaction errors, and operational metrics for reporting.
- Customer Retention & Satisfaction: Drive retention strategy, proactively intervening with at-risk customers to maintain churn below 2.5% quarterly. Ensure regular customer engagement, including quarterly business reviews for top-tier accounts.
- Cross-Functional Collaboration & Reporting: Act as the primary operations liaison with Sales, Credit, Compliance, Finance, Product, and Broker/Partner Managers. Provide operational and customer feedback to inform product, credit policy, and partnership strategy. Prepare monthly operations performance reports covering utilisation, arrears, satisfaction, churn, onboarding, and query metrics.
What we are looking for?
- Proven experience working within Fintech SME Unsecured lending – MCA, Loans, Revolving credit.
- Background in customer support, operations, or management of a SME lending deal cycle.
- Previous success in managing, scaling, and improving efficiencies within a small team.
- Enjoys being proactive in creating new processes, procedures, and more efficient ways of working.
- Ability to work in a fast-paced environment and enjoy seeing the influence of your work on business growth.
Senior Customer Support & Operations Manager in City of London employer: CRS
Join a leading specialist property lender in London, where you'll thrive in a collaborative and high-performing environment dedicated to your professional growth. With a strong focus on Development Finance, this role offers you the chance to engage with diverse projects while enjoying a hybrid working model that promotes work-life balance. Benefit from genuine career progression opportunities and be part of a team that values your contributions and expertise.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Support & Operations Manager in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CRS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CRS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Support & Operations Manager in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CRS:Your cover letter is your chance to shine! Tell us why you want to work at CRS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CRS!
How to prepare for a job interview at CRS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
