Customer Operations Executive (London)

About the role 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. 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 Lendables 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 Lendables 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 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 quick phone call with one of the teamOnsite Interview- Meet the team you'll work with daily 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 we all come together IRL to be together, build and exchange ideas Our in-house chefs prepare fresh, healthy lunches 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 keen to make Lendable the most inclusive and open workspace in London