Operations Associate in Belfast

At Raylo, we're on a mission to accelerate the move to a circular economy. The only way customers and manufacturers will make that shift is if it's simple and cost-effective - this is where we come in. We're building a category-defining global subscription infrastructure, making premium tech accessible and affordable for both consumers and businesses. With over 180,000 subscribers in the UK and growth accelerating, we've proven the demand for a smarter, more sustainable way to access technology.

Raylo is a fast-growing and profitable company, backed by global investors including Macquarie, NatWest, and Channel 4 Ventures. We are proud to have been selected for Endeavor's network in 2024, underscoring our role as a high-impact, mission-driven business with global ambitions. We have been B-Corp certified since 2021 and were recently acknowledged by S&P Global for the positive impact of our circular business model via a Green Financing with NatWest.

Our Core Values:

• Be deeply curious: We thrive on innovation through diverse approaches, views, and people.
• Walk in your customers' shoes: To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.
• Focus and execute: We have a big vision, but we believe in nailing the most important problems first.
• Be gritty: Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we're a team through thick and thin.

This role sits within Raylo's Operations function, which plays a critical role in delivering a seamless experience across the full customer lifecycle. Operations at Raylo span Customer Success, Collections, Credit Risk, and Supply Chain & Logistics, and this role is focused within Collections. As an Operations Associate in the Collections team, you'll be one of the first points of contact for our customers, helping to resolve queries, provide updates, and ensure a high-quality experience.

You’ll gain hands-on exposure to how a fast-growing tech business supports customers at scale, while also leveraging AI platforms to improve efficiency, enhance processes, and strengthen reporting capabilities. This role is designed to give you a strong foundation in operations, customer experience, and problem-solving within a high-performance environment. You’ll be supported to build confidence, develop practical skills, and take on increasing responsibility. As you become established, you’ll contribute to improving tools, processes, and ways of working, with the opportunity to work alongside a wide range of internal stakeholders. This role requires in-office working. Our operations team are on-site (22 Adelaide Street, Belfast) 4 days per week (post probation) and 1 day WFH. We also have opportunities for evening shifts from June.

What You’ll Do:

• Support customers by responding to queries and issues across multiple channels, ensuring timely, accurate, and empathetic communication.
• Learn and apply Raylo's operational processes, systems, and tools to deliver a consistent and high-quality customer experience.
• Work closely with teammates to manage and resolve a range of customer scenarios, building confidence in handling more complex cases over time.
• Use data and insights from day-to-day work to identify trends, inefficiencies, and opportunities to improve customer experience and operational performance.
• Contribute to continuous improvement initiatives, supporting updates to processes, tools, and documentation.
• Collaborate with cross-functional teams across Operations and beyond to understand how different functions work together to support customers and the business.

You’ll Succeed with:

• Bachelor's degree or equivalent, preferably in a STEM subject.
• Strong communication skills (verbal and written) and hold a strong level of empathy.
• A people-focused mindset, with the best interests of our customers at the forefront of everything you do.
• Customer service experience is a plus.
• Being data-driven and proactive by using the knowledge gained from industry or university to guide your decisions.
• Curiosity - you will be keen to identify opportunities to improve the customer experience.
• The ability to quickly analyse solutions and make clear and informed recommendations that enhance our customer journey.
• Experience working in a team setting and understanding the importance of learning from others.
• A love for working in a hands-on, fast-paced environment where everybody is focused on building and maintaining long-lasting relationships with customers.

We're not looking for you to meet every point on this job description. Please still get in touch if you think you could add value and do your best work here at Raylo. We'd love to have a chat and see if you could be a great fit.

Opportunities & Benefits:

• Share in Raylo's success: Stock options for all employees.
• Get the latest tech: Exclusive Raylo device lease for employees.
• 4 days in the office & 1 day WFH (post probation).
• 33 days off, your way: 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you.
• Invest in your growth: L&D budget to support the skills you value.
• Fast-track your career: Two performance reviews a year.
• Family-first policies: Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months.
• Save big on childcare: Workplace nursery scheme for major cost savings.
• Perks on perks: Perkbox membership with discounts & wellbeing benefits.
• Good times, guaranteed: Optional quarterly socials, plus summer & Christmas parties.

Hiring Process:

Once you submit your application, our Talent Team will contact you if you have been shortlisted for the role. We set an exceptionally high bar at Raylo, and in return, we will aim to give you the best candidate experience possible. If there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason, please let us know.

Stage 1: Talent Screening

Stage 2: Hiring Manager Interview

Stage 3: Take Home Task

Stage 4: Customer Interaction Simulation and Typing Test

Stage 5: Values-based Interview & Final Interview

*As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process.

Diversity & Inclusion at Raylo: At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.