At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer support in fintech.
- Company: Fast-growing FCA-regulated fintech offering loans and credit resources.
- Benefits: Competitive salary, equity participation, health insurance, training budget, and hybrid working.
- Other info: Join a collaborative environment with excellent career growth opportunities.
- Why this job: Make a real impact in customer operations while shaping the future of finance.
- Qualifications: 10+ years in customer operations with leadership experience in consumer lending.
The predicted salary is between 80000 - 120000 £ per year.
Our client is a fast-growing leading FCA-regulated fintech subscription finance business offering loans and credit-building resources to its members. We are seeking a Head of Customer Operations, you will have extensive experience in customer relations, customer service and operations. You will be responsible for leading a team of customer operations executives, defining customer support policies and procedures, ensuring customer satisfaction and building a team and infrastructure to support our growth. You will work closely with the compliance team to ensure our services satisfy regulatory requirements and have impressive knowledge in this area of the business. You should be an excellent communicator, a problem solver, and a self-starter and have a proven track record of success in customer operations.
Core Responsibilities – Fintech Consumer Finance
- Lead and motivate the Customer Operations team to deliver excellent customer support to our members
- Oversee the hiring, training, and performance management of the team
- Be a champion and our customers’ voice by sharing feedback internally and advocating the customer to the rest of the company and your team
- Oversee and develop customer support policies alongside other teams to ensure consistent service delivery
- Ensure risk mitigation through diligent documentation of above
- Monitor and analyse customer service metrics and KPIs and use this data to identify problems areas and anticipate risks
- Develop strong, collaborative relationships with key internal and external stakeholders to test, implement and optimise processes, tools, and policies to achieve performance objectives
- Partner with other teams to discuss complex topics that your team will be assisting members with
- Assign responsibilities and manage the workload of the team under your supervision
- Ensure cohesion across both London and the offshore customer operations teams for seamless teamwork
- Create and drive quarterly OKRs in line with company objectives
- Stay up-to-date with industry trends and best practices in customer service
Core skills – Fintech Consumer Finance
- At least 10 years of experience in customer operations, 3 of which in a similar position
- Proven track record of successfully leading customer service teams in the consumer lending space
- Excellent communication and problem-solving skills
- Highly organised with the ability to prioritise and delegate as appropriate
- Knowledge of customer service software and tools
- Knowledge of relevant industry regulations and standards
- Ability to work under pressure and independently motivated
Equity participation, Bupa Health Insurance for you and your family, £1,500 annual training budget, 25 days annual leave plus bank holidays, 1:1 fitness coaching, Hybrid working (office 2-3 days per week).
Head of Customer Operations – Fintech Consumer Finance – London/Hybrid employer: Leasing Life
Our client is an exceptional employer, offering a dynamic work culture that prioritises employee growth and well-being. With a competitive salary package, comprehensive health benefits, and a generous training budget, employees are empowered to excel in their roles while enjoying a hybrid working model that promotes work-life balance. The collaborative environment fosters innovation and ensures that every team member's voice is heard, making it an ideal place for those seeking meaningful and rewarding employment in the fintech sector.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Operations – Fintech Consumer Finance – London/Hybrid
✨Tip Number 1
Network like a pro! Reach out to your connections in the fintech space and let them know you're on the hunt for a Head of Customer Operations role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your knowledge of customer service metrics and industry regulations. Be ready to discuss how you've successfully led teams in the past and how you can bring that experience to the table at our company.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of specific examples where you've turned customer feedback into actionable improvements. This will demonstrate your ability to be the customers' voice and advocate for their needs.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team and contributing to our growth.
We think you need these skills to ace Head of Customer Operations – Fintech Consumer Finance – London/Hybrid
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Customer Operations role. Highlight your experience in customer relations and operations, and don’t forget to showcase any leadership roles you've had. We want to see how you’ve made an impact in previous positions!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Share specific examples of how you've led teams and improved customer satisfaction. Remember, we love a good story!
Show Off Your Communication Skills:As a Head of Customer Operations, communication is key. Make sure your application reflects your ability to communicate clearly and effectively. Whether it's through your CV, cover letter, or any additional documents, let your personality and professionalism shine through!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to keep track of your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Leasing Life
✨Know Your Stuff
Make sure you brush up on the fintech industry, especially consumer finance. Understand the latest trends and regulations that affect customer operations. This will show your potential employer that you're not just a candidate, but someone who’s genuinely interested in the field.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific challenges you faced and how you motivated your team to overcome them. This is crucial for a Head of Customer Operations role, so be ready to discuss your leadership style and successes.
✨Be the Customer Advocate
Since you'll be the voice of the customer, think about how you can demonstrate this during the interview. Prepare to share instances where you’ve championed customer feedback and made impactful changes. This will highlight your commitment to customer satisfaction.
✨Data-Driven Decision Making
Familiarise yourself with key customer service metrics and KPIs. Be prepared to discuss how you've used data to identify issues and improve processes in previous roles. This will show that you can leverage analytics to drive performance in customer operations.
