At a Glance
- Tasks: Support customers with loans, credit cards, and car finance while resolving queries.
- Company: Join one of the UK's fastest-growing fintech companies with a collaborative culture.
- Benefits: Enjoy 25 days holiday, company equity, health insurance, and performance bonuses.
- Other info: Flexible working environment with opportunities for social events and team bonding.
- Why this job: Kickstart your career in operations and make a real impact from day one.
- Qualifications: Clear communication skills and a willingness to learn are essential.
The predicted salary is between 25650 - 31350 £ per year.
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 most exciting unicorns with a team of over 800 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: 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: Lendies are relentlessly resourceful. We challenge the status quo to solve problems and find smarter solutions
- Build the best technology in-house: we use new data sources, machine learning and AI to make machines do the heavy lifting
About the role
This is an entry-level role for someone who wants to start a career in operations at a financial services firm. You'll join our UK Customer Operations team and train to become a fully competent front-line agent, supporting customers across our personal loans, credit cards and car finance. That covers everything from general service queries to 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.
You'll be based in our Chatham office three days a week and work two weekend days a month (one Saturday and one Sunday), with a day in lieu the week before so you never work more than five days in a week.
What you'll be doing:
- Resolving general customer service and financial support queries across any one of our products in either loans, cards or car finance over multiple channels, following established processes
- Owning each enquiry from first contact to resolution, or escalating it to the right place when it needs to go further
- Supporting customers in financial difficulty or in vulnerable situations: listening actively, asking the right questions to understand their circumstances, and finding the right support option for them
- Keeping conversations on track while building rapport and trust, so every outcome is both positive for the customer and compliant
- Meeting your targets for customer satisfaction, quality and compliance by following procedures carefully and using judgement where a customer's situation calls for it, and logging every interaction accurately for audit and learning
- Using AI and digital tools to resolve queries faster and more accurately
- Feeding back blockers, process gaps and recurring issues to the relevant teams, and taking part in process reviews that improve our knowledge base, training resources and AI systems
- Keeping up with product, system and process changes, acting on coaching and feedback, and sharing what you learn with colleagues
What we're looking for:
Essential:
- Clear, empathetic communication, both spoken and written. You can adapt to the person in front of you and explain something complicated in plain English
- The ability to learn quickly, pick up new products and procedures, and act on coaching
- Good organisation: you can manage several tasks at once and follow a structured process accurately
- Sound judgement, and the willingness to speak up when a customer isn't getting a good outcome
- Comfort with digital tools and picking up new technology, including AI-driven platforms
- Availability to work from our Chatham office three days a week and two weekends a month (where you will work from home)
Nice to have:
- Experience in a contact centre or another customer-facing role, particularly in financial services would be a definite plus but it is not essential for this role.
- A habit of spotting where a process could work better and suggesting how
Perks & Benefits:
- More Time to Unwind: Start with 25 days of holiday, plus extra days to reward your loyalty! Hit your 1-year milestone and get 26 days, or 27 days after 2+ years.
- Own a Share of Our Growth: You’ll receive Company Equity, meaning as we scale, you directly share in our financial success.
- Health & Wellbeing: Comprehensive private medical and dental insurance from day one.
- Smash Targets, Get Rewarded: Earn up to a £4,000 annual performance bonus based on hitting key team metrics and KPIs.
- Perks & Recognition via Reward Gateway: Access hundreds of exclusive employee discounts, alongside our brand-new recognition programme tied to our core competencies.
- Legendary Socials & Summer Events: Opportunities to connect and unwind with colleagues across the business.
Interview process:
Our Interview Process: We want to get to know you, and we want you to get to know us! Here is what you can expect:
- Step 1: Talent Screening Call and Mock CRM/Email Exercise
- Step 2: Onsite Interview & Role Preview
Life at Lendable:
- Winning team: the opportunity to scale up one of the world’s most successful fintech companies
- Flexible working: flexible approach tailored to each role.
- Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
- Health coverage: support for your physical and mental wellbeing, including private health cover
- Retirement & savings: long-term financial wellbeing through retirement savings plans
- Employee referral programme: earn a competitive bonus when you refer successful new team members
- Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
- Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations
Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.
Graduate Customer Operations Agent (UK) in Chatham employer: Lendable
Lendable is an exceptional employer that champions innovation and flexibility, making it an ideal place for a Senior Kotlin/JVM Engineer to thrive. With a vibrant work culture that prioritises collaboration and personal growth, employees are encouraged to develop their skills while contributing to impactful financial products. The company's commitment to flexible working arrangements further enhances the work-life balance, making it a rewarding environment for those looking to make a difference in the fintech space.
StudySmarter Expert Advice🤫
We think this is how you could land Graduate Customer Operations Agent (UK) in Chatham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lendable. 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 Lendable 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 Graduate Customer Operations Agent (UK) in Chatham
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 Lendable:Your cover letter is your chance to shine! Tell us why you want to work at Lendable 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 Lendable!
How to prepare for a job interview at Lendable
✨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.
