At a Glance
- Tasks: Provide top-notch customer support and financial assistance while resolving complex queries.
- Company: Join Lendable, a leading fintech unicorn with a vibrant team culture.
- Benefits: Competitive pay, equity options, flexible remote work, and health insurance.
- Other info: Dynamic work environment with opportunities for learning and development.
- Why this job: Make a real difference in customers' lives while growing your career in fintech.
- Qualifications: Experience in customer service or financial support, 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'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.
Front-Line Operations Agent in London employer: Lendable
Lendable is an exceptional employer, offering a dynamic work environment in Chatham where you can thrive as a Front-Line Operations Agent. With a strong focus on employee well-being, competitive compensation, and opportunities for professional growth, Lendable fosters a culture of collaboration and innovation. Enjoy the flexibility of remote work options and a supportive team dedicated to delivering outstanding customer service while continuously improving processes.
StudySmarter Expert Advice🤫
We think this is how you could land Front-Line Operations Agent in London
✨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 in handling complex queries.
✨Tip Number 3
Be ready to share your experiences! Think of specific examples where you've delivered exceptional customer service or resolved tricky financial issues. 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 keen on joining the team at Lendable and ready to dive into the fintech world.
We think you need these skills to ace Front-Line Operations Agent in London
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 Skills:We want to see your communication skills shine! Use clear and concise language in your application, and don’t forget to mention any experience you have with digital tools or AI-driven platforms. This will help us understand how you can adapt to our tech-savvy environment.
Be Authentic:Let your personality come through in your application. We value a customer-focused approach, so share examples of how you've built rapport with customers and resolved issues effectively. Authenticity goes a long way in making a great first impression!
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures it gets to the right people quickly. Plus, it shows us you're keen on joining our team!
How to prepare for a job interview at Lendable
✨Know the Company Inside Out
Before your interview, take some time to research Lendable. Understand their mission, values, and the products they offer. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer Service Skills
As a Front-Line Operations Agent, you'll need to demonstrate your ability to handle complex customer queries with empathy and accuracy. Prepare examples from your past experiences where you've successfully resolved customer issues, especially in financial contexts.
✨Practice Active Listening
During the interview, practice active listening. This means fully concentrating on what the interviewer is saying, asking clarifying questions, and responding thoughtfully. This skill is crucial for the role, as it helps in understanding customer needs and providing appropriate solutions.
✨Be Ready to Discuss Process Improvement
Lendable values continuous improvement, so be prepared to discuss any ideas you have for enhancing customer service processes. Think about past experiences where you've identified issues and suggested improvements, as this will highlight your proactive approach and problem-solving skills.
