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. The agent handles general customer service and financial support queries, follows established processes to resolve a range of complex issues, and provides actionable feedback to improve automated tools and AI‑driven journeys. This role is based in our Chatham office, working on‑site three days a week and providing weekend coverage with a day‑in‑lieu to maintain work‑life balance.
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.
- Actively listen, provide clear and accurate responses, and adapt communication style to each customer's needs, including vulnerable and complex financial situations.
- 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 to ensure positive and compliant outcomes.
- Ask probing questions to understand a customer’s financial circumstances and identify appropriate support options.
- Adapt flexibly within the designated product area, handling both general service and financial support requirements.
Operational Excellence & Process Execution
- Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance by consistently following key operational procedures.
- Use AI and digital tools to streamline interactions and deliver faster, more accurate service.
- Identify process blockers or recurring issues and communicate them to relevant teams to support continuous improvement.
- Log all interactions accurately and maintain data integrity for audit and learning purposes.
Continuous Improvement & Feedback
- Provide clear, actionable feedback from frontline experiences to enhance knowledge bases, training resources, and AI systems.
- Participate in process reviews and contribute suggestions to improve the customer journey, automation, and operational efficiency.
- Stay updated with system, product, and process changes, readily adapting to evolving procedures.
Learning & Development
- Respond positively to coaching and feedback to improve performance and customer outcomes.
- Demonstrate initiative in learning new tools, products, and procedures as introduced.
- Share knowledge and support colleagues to foster a culture of collaborative learning.
Experience & Skills
- Previous contact‑centre experience in customer service and/or financial support within financial services.
- Strong ability to handle complex queries with empathy, accuracy, and ownership.
- Confidence following structured processes and identifying opportunities for improvement.
- Excellent communication, rapport‑building, and conflict‑resolution skills.
- Proficiency with 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 feedback and involvement with process and AI improvement initiatives.
Behaviours & Approach
- Customer‑focused, delivering consistent, positive outcomes.
- Resilient, adaptable, and open to constant change and learning.
- Collaborative, supportive team player committed to shared success.
- High accountability and personal ownership for customer outcomes and process execution.
- Constructive, solutions‑focused with willingness to challenge the status quo.
Perks & Benefits
- 25 days holiday (26 after 1 year, 27 after 2+ years).
- Share of company equity.
- Comprehensive private medical and dental insurance.
- Up to £4,000 annual performance bonus.
- Reward Gateway access to exclusive employee discounts and recognition programmes.
- Social events, including annual summer day with food, BBQ, and fun.
- Flexible working arrangements (three days in‑office weekly for hybrid roles).
- Health coverage and mental wellbeing support.
- Retirement savings plans.
- Employee referral bonus.
- Office meals & snacks, fully stocked kitchen.
- Sustainable commuting options (cycle‑to‑work, electric vehicle schemes).
