Senior Customer Operations Specialist 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.

We’re looking for a Senior Operations Specialist to join our Customer Operations team and help us deliver best-in-class support to customers, mentor new team members, and drive continuous improvement as we grow across the UK and Europe. This is a hands-on role where you’ll lead by example - handling complex cases, supporting regulated complaints, training and mentoring others, and collaborating cross-functionally to improve how we work.

In this role, you’ll get to:

• Resolve high-priority cases and FCA-regulated complaints with empathy and care
• Mentor and train new team members to help them ramp quickly and confidently
• Work with Data to improve our customer-facing AI (OphelosGPT)
• Support new market rollouts and contribute to process improvements
• Identify recurring issues and raise insights to improve the customer experience

The role is fully remote. 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.

We believe that no one is the finished article, however, some of the following traits are important for this role:

• You’ve managed high volumes of customer interactions in B2B or B2C environments, resolving complex issues and turning feedback into action.
• You’ve improved frontline workflows and made tools like Front, Zendesk or Talkdesk more effective for your team.
• You’re confident handling critical escalations, balancing empathy with business needs and preventing repeat issues.
• You work well across teams and stay calm and structured in fast-changing environments.

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.

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.