At a Glance
- Tasks: Handle customer service and financial support queries, ensuring efficient and empathetic interactions.
- Company: Lendable is a leading fintech company, profitable since 2017 and backed by top investors like Goldman Sachs.
- Benefits: Enjoy best-in-class compensation, including equity, and private health insurance for your wellbeing.
- Other info: Work from home on Mondays and Fridays, with team collaboration in Shoreditch office on other days.
- Why this job: Join a fast-growing unicorn and contribute to enhancing customer journeys with AI-driven tools.
- Qualifications: Experience in contact centres, particularly in customer service and financial support roles is required.
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're 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’ll be based in our Chatham office, joining the team on-site three days a week. You’ll work two weekends a month, but to keep your work-life balance in check, you’ll 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're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London.
Customer Operations Specialist in London employer: Lendable
Lendable, located in Chatham and Shoreditch, offers a fully stocked kitchen and private health insurance. Join a team of over 700 passionate individuals dedicated to improving customer experiences in the fintech space.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Specialist in London
✨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 Customer Operations Specialist in London
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.
