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- 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, health insurance, training budget, and hybrid working.
- 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.
- Other info: Join a collaborative environment with equity participation and excellent career growth.
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
- 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
Contact Detail:
Leasing Life Recruiting Team
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 and improved customer satisfaction in your previous roles.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of challenges you've faced in customer operations and how you tackled them. This will demonstrate your ability to think on your feet and lead effectively.
✨Tip Number 4
Don't forget to apply through our website! We want to see your application and help you land that dream job. Plus, it shows you're serious about 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 speaks directly to the role of Head of Customer Operations. Highlight your experience in customer relations and operations, and don’t forget to mention any fintech experience you have. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer operations and how you can lead our team to success. Be sure to mention specific achievements that demonstrate your problem-solving skills and leadership experience.
Showcase Your Communication Skills: As a Head of Customer Operations, communication is key. In your application, make sure to convey your ability to communicate effectively with both customers and internal teams. We love seeing examples of how you've successfully advocated for customers in the past!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining our team!
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 experienced but also 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 role like Head of Customer Operations, where leadership is key.
✨Be the Customer Advocate
During the interview, emphasise your commitment to customer satisfaction. Share stories where you’ve acted as the voice of the customer within your previous roles. This will resonate well, as the company values customer feedback and advocacy.
✨Data-Driven Decision Making
Familiarise yourself with customer service metrics and KPIs. Be ready to discuss how you've used data to identify issues and improve processes in your previous roles. This will demonstrate your analytical skills and ability to drive performance.
