At a Glance
- Tasks: Deliver exceptional customer support and resolve complex queries for Lendable products.
- Company: Join Lendable, a fast-growing fintech unicorn transforming the credit landscape.
- Benefits: Competitive salary, flexible work schedule, and opportunities for professional growth.
- Other info: Dynamic team environment with regular social events and career advancement opportunities.
- Why this job: Make a real impact by helping customers navigate their financial journeys.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 23850 - 29150 £ per year.
hackajob is partnering directly with Lendable to hire for this role.
About Lendable Lendable is on a mission to build the world's best technology to help people get credit and save money.
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 700 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 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 Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo Build the best technology in-house , using new data sources, machine learning and AI to make machines do the heavy lifting About the role The Front-Line Operations Agent plays a vital customer-facing role, responsible for delivering high-quality support for a designated Lendable product, encompassing both general customer service and financial support.
You will follow established processes to resolve a variety of complex customer queries, ensuring interactions are efficient, accurate, and empathetic-applying your cross-functional expertise across general service needs and more intricate financial support situations.
By taking ownership of every enquiry from first contact to final resolution, you will not only deliver exceptional customer outcomes but also provide actionable feedback and insights to help improve our automated tools and AI-driven customer journeys.
This role is key in ensuring our service continually evolves to better meet the needs of all customers.
You'll be based in our Chatham office , joining the team on-site three days a week .
You'll work two weekends a month , but to keep your work-life balance in check, you'll get a day in lieu the week before to ensure you never work more than five days a week.
Key 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 including customers in financial difficulty to ensure appropriate support solutions are implemented.
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 your 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 fully remote roles include regular opportunities for in-person connection through socials and off-sites Socials
Front-Line Operations Agent employer: Hackajob Ltd
Lendable is an exceptional employer, offering a dynamic work environment where you can take ownership of your role from day one and make a tangible impact on the company's success. With a strong focus on employee growth, Lendable fosters a culture of collaboration and innovation, allowing you to work alongside talented individuals while benefiting from flexible working arrangements that promote a healthy work-life balance. Located in Chatham, the company not only provides competitive benefits but also encourages team bonding through regular social events, making it a rewarding place to build your career in the fintech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Front-Line Operations Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hackajob Ltd. 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 Hackajob Ltd 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 Front-Line Operations Agent
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 Hackajob Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Hackajob Ltd 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 Hackajob Ltd!
How to prepare for a job interview at Hackajob Ltd
✨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.
