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Lendable · 3 months ago

Customer Operations Executive (Chatham, UK)

Chatham

Full-time

Onsite

New Grad, Entry Level

0+ years exp

Lendable is a leading fintech company on a mission to transform consumer finance. The Customer Operations Executive will serve as the first point of contact for customers, resolving queries and ensuring high-quality service throughout the customer journey.

BankingFinancial ServicesFinTechPayments

Growth Opportunities

Responsibilities

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

Qualification

Customer ServiceLoans experienceCards experienceMotor experienceContact centre experienceFinancial services experienceWorking to targetsCustomer facing role

Required

Minimum 6 months Customer Service experience preferable

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