Customer Operations Specialist New Remote (UK)

At Ophelos, we believe in a different way to deal with debt. One that puts empathy and understanding front and centre, approaching our customers as individuals — no matter what they’re going through. For too long, people in debt have borne the brunt of poor industry practices. Intimidating tactics, time-consuming customer service and a one-size-fits-all approach that overlooks the reasons anyone can fall into debt in the first place. Meanwhile, businesses suffer too. Poor customer experience translates to poor customer satisfaction, high churn rates, bad brand reputation and ultimately missed opportunities. That’s why we’re taking a radically different approach. Pioneering an industry-first AI-native collections platform, we build products that help individuals clear their debts in a way that suits them, whilst providing businesses with an improved customer experience and game-changing insights into their customer base.

Since our launch in 2021, we’ve worked with some of the UK’s leading companies, including Octopus, Scottish Power and Philips — helping millions of people move toward a more stable, debt-free future. In 2023, we were acquired by Intrum, Europe’s biggest credit management service and have begun the next phase in our growth — expansion into 17 European markets over the next two years.

The Role - Customer Operations Specialist

Help credit customers in managing their debt while ensuring fair and supportive interactions. Collaborate closely with the operations team and the wider Ophelos team, to grow and shape a leading customer-facing role. Investigate customers’ circumstances and dig deeper on phone calls to build a better understanding of how we can provide fair and affordable solutions catered to their needs. Own your workflow by speaking to customers through multiple channels, provide feedback on how we can better shape our customer journey and use initiative to solve new problems as they appear. Develop yourself and your team by fostering a positive and constructive feedback culture, to become highly skilled at uncovering customers’ needs and finding meaningful and impactful solutions. Demonstrate a growth mindset by being curious and continuously wanting to learn. The role is open to remote working or if you’d prefer you can work from our London office. Flexible working hours will be accommodated as much as possible but you should anticipate that your working hours will be between 9am - 5:30pm on weekdays.

About You

We are looking for resilient and empathetic customer support staff who genuinely want to help people that may find themselves in difficult situations. You’ll need to be self-motivated and adaptable to new ways of working - as within a fast-paced FinTech things often change and we need people who thrive in that environment. We believe that no one is the finished article, however, some of the following traits are important for this role:

• Resilience
• Empathy
• Self Motivation

What we would like to see

• At least 1 year of experience working in collections at an FCA-regulated firm or similar.
• Some experience in consumer credit collections, financial hardship support, or FCA-regulated lending (e.g., BNPL, credit cards, loans).
• Awareness of credit scoring, repayment plans, and financial regulations, with an interest in learning more about responsible debt management.
• Basic understanding of energy tariffs, billing issues, and disconnection policies, with a willingness to learn about customer support programs.
• Strong people skills — you’re an active listener, have great empathy and are understanding.
• A genuine passion and eagerness to help people on the way to financial well-being.
• Evidence that you take the initiative in order to spot and solve problems.
• Ability to work cooperatively across departments and with stakeholders on all levels.
• A real team player, someone who is self-motivated but also aware that a shared workload is important for team success.
• Self Awareness and the ability to proactively request and act on training you may need to help you within your role.

We have put together our benefits to support all aspects of team life, both inside work and outside of work:

• Private healthcare through Vitality
• £200 Working from home allowance
• Cashback on costs of the dentist, opticians and more
• 25 days holiday
• Flexible Public Holidays (decide when to take time off)
• 30 days work from abroad
• Free access to counselling sessions through our EAP
• Flexible Working arrangement - work from home or from the office (dog friendly!!)
• Cycle to work scheme
• Company pension

At Ophelos, we are dedicated to ensuring that every candidate has an equal chance to succeed. If you need specific adjustments during the hiring process please let us know.

Here at Ophelos we are committed to pay transparency. That’s why we share the salary range with every job posting.

About Our Team

Ophelos launched in June of 2021, backed by investors such as AlbionVC, Connect Ventures and Fly Ventures. In 2023, we were acquired by Intrum, Europe’s biggest credit management service. Our growing team has helped build some of the world’s most successful businesses, including the likes of Monzo, Google, Oracle, ASAPP, IBM and more — in addition to pioneering innovative products, sitting at the intersection of enterprise, financial technology, artificial intelligence and academia, working with institutions such as Oxford University, the University of Amsterdam and the University of Hong Kong.

Our Values

Supporting customers and businesses to improve their financial health is a long-term mission. Our company values act as our north star, steering our every move as an organisation and are the backbone of our unique company culture. Our values and culture allow us to stay true to our larger purpose, even as we continue to grow at a rapid pace.

• Customers and Clients first – We exist to help real people move through debt and to get clients paid back. This commitment drives how we design products, deliver services, and interact with customers and clients daily.
• Dream big – We have ambition and drive to succeed - we’re not just raising the bar, we’re confidently asserting ourselves as the benchmark.
• Get it done – We’re decisive and embrace a sense of urgency; we don’t let opportunities get away from us. We’d rather act quickly and take informed risks, iterating and learning as we go.
• Win as one - We work as one team, supporting each other and aiming for shared goals. At Ophelos, the team isn’t just individual departments - it’s all of us together. We challenge and support each other because we care about everyone’s growth and success.

Ophelos is committed to creating a diverse work environment and is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. We are building an environment where every Ophelos team member can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, disability, or other protected characteristics as required by law and as a matter of our company values.