At a Glance
- Tasks: Deliver exceptional customer support and resolve complex queries with empathy and accuracy.
- Company: Join Lendable, a leading fintech unicorn on a mission to revolutionise credit and savings.
- Benefits: Enjoy competitive pay, equity options, remote work flexibility, and a fully stocked kitchen.
- Other info: Collaborative culture with opportunities for personal growth and development.
- Why this job: Be part of a dynamic team that values your input and fosters continuous improvement.
- Qualifications: Experience in customer service and financial support, with strong communication skills.
The predicted salary is between 30000 - 40000 £ 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 are 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)
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 will be based in our Chatham office, joining the team on-site three days a week. You will work two weekends a month, but to keep your work-life balance in check, you will 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 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 & Process Execution
- Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance by consistently following key operational procedures and applying appropriate judgement to specific customer circumstances.
- Effectively use AI and digital tools to streamline customer interactions and deliver faster, more accurate service.
- Identify blockers, process gaps, or recurring issues and communicate these to relevant teams, supporting continuous improvement initiatives.
- Log all interactions accurately and ensure data integrity for audit and learning purposes.
Continuous Improvement & Feedback
- Provide clear, actionable feedback from frontline experiences to enhance our knowledge base, training resources, and AI systems.
- Participate in process reviews and contribute suggestions to enhance the customer journey, automation, and operational efficiency.
- Remain up to date with ongoing system, product, and process changes, readily adapting to evolving procedures.
Learning & Development
- Respond positively to coaching and feedback, using it to improve performance and customer outcomes.
- Demonstrate initiative in learning new tools, products, and procedures as they are introduced.
- Share knowledge and support colleagues, helping to create a culture of collaborative learning.
Experience & Skills
- Previous experience in a contact centre environment, with demonstrated experience in both customer service and financial support roles (or a combined equivalent), particularly within financial services.
- Demonstrated ability to handle complex queries with empathy, accuracy, and ownership.
- Confident in following structured processes and able to identify opportunities to improve them.
- Strong communication, rapport-building, and conflict resolution skills.
- Skilled in using 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 offering feedback and participating in process and AI improvement initiatives.
Behaviours & Approach
- Customer-focused, with a passion for delivering consistent, positive outcomes.
- Resilient, adaptable, and open to constant change and learning.
- Collaborative, supportive team player committed to shared success.
- High level of accountability and personal ownership for customer outcomes and process execution.
- Constructive, solutions-focused approach with willingness to challenge the status quo.
Interview Process
- A 30 minute remote interview with one of the Talent team
- A 1 hour onsite interview with a Team Leader
Life at Lendable
- The opportunity to scale up one of the world's most successful fintech companies.
- Best-in-class compensation, including equity.
- You can work from home every Monday and Friday if you wish - on the other days, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas.
- Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.
- We care for our Lendies' wellbeing both physically and mentally, so we offer coverage when it comes to private health insurance.
- We are an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London.
Front-Line Operations Agent employer: Lendable
Lendable is an exceptional employer, offering a dynamic work culture that prioritises employee wellbeing and growth. With a commitment to inclusivity and collaboration, employees enjoy best-in-class compensation, including equity, and the flexibility of remote work options. Located in Chatham, the company fosters a supportive environment where team members can thrive while contributing to one of the UK's fastest-growing fintech companies.
StudySmarter Expert Advice🤫
We think this is how you could land Front-Line Operations Agent
✨Tip Number 1
Get to know Lendable inside out! Familiarise yourself with their products and values. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills! Since the Front-Line Operations Agent role is all about customer interaction, try role-playing different scenarios with friends or family to build your confidence.
✨Tip Number 3
Be ready to share your experiences! Think of examples where you've handled complex queries or provided exceptional customer service. This will help you stand out during interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Lendable team.
We think you need these skills to ace Front-Line Operations Agent
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Front-Line Operations Agent role. Highlight your experience in customer service and financial support, and show us how you can handle complex queries with empathy and accuracy.
Show Off Your Communication Skills:Since this role is all about delivering exceptional support, let your communication skills shine through in your application. Use clear and concise language, and don’t forget to mention any experience you have in adapting your style to meet different customer needs.
Demonstrate Your Problem-Solving Ability:We love candidates who can think on their feet! In your application, share examples of how you've identified process gaps or recurring issues in previous roles and what steps you took to improve them. This shows us you're proactive and solutions-focused.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to see your application and get you into the process. Plus, it shows us you’re keen on joining our team at Lendable!
How to prepare for a job interview at Lendable
✨Know the Product Inside Out
Before your interview, make sure you understand Lendable's products and services. Familiarise yourself with their customer reviews and any recent news about the company. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Empathy Skills
As a Front-Line Operations Agent, you'll be dealing with customers who may have complex financial queries. Prepare examples from your past experience where you've successfully handled difficult situations with empathy and understanding. This will demonstrate your ability to connect with customers on a personal level.
✨Prepare for Process-Related Questions
Expect questions about how you would handle specific customer scenarios. Brush up on the established processes mentioned in the job description and think of ways you could improve them. Being able to discuss operational excellence will set you apart from other candidates.
✨Be Ready to Discuss Feedback and Improvement
Lendable values continuous improvement, so be prepared to talk about how you've provided feedback in previous roles. Think of instances where your suggestions led to better customer outcomes or streamlined processes. This shows that you're proactive and committed to enhancing the customer journey.
