Customer Operations Executive (Chatham, UK)

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)

So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.

We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.

1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1

2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo

3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting

About the role 

Location: Chatham, Kent UK

The Customer Service department is responsible for working with customers who have queries about their loan/card/Motor from the application stage and supports the end-to-end journey. Our primary role is to be the first point of contact for customers resolving queries at the first point of contact and ensuring customers' needs are met.

 Reporting to the Team Lead, you will undertake customer queries via telephony, email and live chat. We're looking for a superstar who can utilise their skills and capability levels in the performance of their roles so that they can consistently achieve overall quality standards, and embed processes and procedures to deliver good customer outcomes.

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.

At times we can speak to customers who are in a vulnerable state and as a result may be struggling with their financial situation and/or mental health. It is our responsibility to help and signpost them to third party support if needed. Please note that these calls can be triggering and not always easy but we have a supportive team and training to help guide you through these calls.

How you will impact the objectives

• Ensure all customer contact is conducted to the highest standard and quality monitoring supports this area.

• Ensure process and policy adherence, highlighting processes to management which may require enhancement.

• Interact directly with customers via voice/non-voice as part of your role to ensure customer demand is met and customers achieve first-contact resolution on their query/need.

• Support customers ensuring interactions are assessed against Lendable's quality assurance scorecard and delivering meaningful and tailored responses.

• Identify opportunities for product and process improvement to better serve customers

• Escalating risks or potential risks which may negatively impact good customer outcomes

• Identifying and recording customer dissatisfaction against Lendable's processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures.

• Support other areas within Operations to meet operational performance if required.

• Meeting defined individual and team performance targets to ensure delivery of key business and department objectives.

Your experience

• Minimum 6 months Customer Service experience preferable

• Previous Loans, Cards, and Motor experience are desirable.

• Contact centre, financial services experience desirable.

• Working to targets is preferable but not essential

• Previous experience of working in a customer contact/facing role essential (if no previous work experience, able to evidence competencies which demonstrate capability)

Interview Process

• A 30 minute remote Interview with one of the Talent team

• A 1 hour remote Interview with a Team Leader

• 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’ well-being 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

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