Customer Operations Associate
1 week ago
Customer Operations Associate (Complaints)
Reporting to:
Senior Customer Operations Manager
Location:
London (hybrid working options available)
Liberis is a leading Global provider of embedded business finance and are proud to have delivered more than 500 million in funding to SMEs across the UK, EU, and the US.
We've been pioneering embedded finance since 2007 and over the years, we've worked in partnership with banks, SaaS providers, payment processors, checkout providers, and even the UK government - providing all they need to offer easy and frictionless revenue-based finance solutions to their SME customers through our API-powered funding platform.
We are in a very exciting period of growth, both within the UK and internationally, with teams based in London, Nottingham, USA and Scandinavia.
As we continue to grow we are looking for talented and ambitious individuals to join us to reshape business finance.
We are proud to have been included in The Sunday Times Hiscox Tech Track 100 as one of the 100 fastest growing FinTechs in the UK for two years running.
Who we are
The Customer Operations team are a new, multi skilled team within the Global Operations function at Liberis.
Global Operations aim to optimise, standardise, and automate our existing processes to help the business scale globally and the Customer Operations team play a pivotal role in helping us do that.
The overall objective is to provide the best experience to our partners and merchants, whilst giving 5* service on every interaction we have.
We own the merchant experience starting from the moment the deal is sold.This means we are playing a huge part in providing our merchants a smooth onboarding experience and need to collaborate closely with other departments including Sales, Underwriting and Finance.
We then look after all our in-life merchants assisting them with any queries they have, or amendments they need to make to their account.
We are also responsible for collating and responding to all customer feedback and sharing it with the rest of the business, acting as the voice of the customer which helps drive change and make improvements across the business.
Customer Operations are right at the heart of what we do at Liberis and play a key role in our plans to scale, this is the most exciting time to join the teamWho are you
You love helping people and want every interaction with a customer to be a good one.
You love talking to customers to find ways to solve problems efficiently and independently. You can manage a continuous high workload by being able to plan and prioritise. However, you also enjoy the daily rush of unexpected new tasks and can adapt quickly. You want to support on additional projects which will support your development.
Responsibilities
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Give our customers a best-in-class experience: Be the main point of contact for our customers, irrespective of their concern. Perform admin tasks for in-life customers using Salesforce CRM and other software tools to make the customer journey quick, positive, and frictionless.
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Ensure our customers are funded as quickly as possible: Effectively manage your pipeline and workload and ensure our customers receive their funds quickly, smoothly and within our set SLAs.
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Play a key role in how our customers see us:Ensure a consistently high NPS score via effective customer issue prevention and resolution and keep an eye out on our Google and Trustpilot reviews, encouraging customers to leave feedback during any interaction.
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Be the voice of the customer to the rest of the business: Bring the customers closer to our internal stakeholders and decision-makers by collating and sharing meaningful customer feedback and run regular call-listening sessions for the business.
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Get involved in various projects:This is an opportunity, not an obligation. We do encourage all our employees at any level to produce ideas and present them. If the idea gets approved by key stakeholders, you do have the opportunity to lead a small project yourself or support a bigger project with your input.
We think you need
- Fluent in both English and Finnish (Swedish also would be an advantage)
- Customer focus and keenness to explore new ways to improve the customer journey and experience.
- Confidence to ask questions, to understand the product and processes you are involved with.
- Creativity, resilience, and adaptability.
- Hunger for development.
- A team player who fills in when needed for other inlife teams and colleague.
What happens next?
A lot of businesses talk about the importance of diversity and inclusion, at Liberis we want to make sure that we're genuinely fostering a highly inclusive culture that not only welcomes diversity, but celebrates it.
It's not just the right thing to
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