Customer Operations Associate

2 weeks ago

London, United Kingdom Liberis Full time

**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 team

**Who 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**
- **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.
- **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.
- **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.
- **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.
- **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 in-life 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. Our commitment is not just surface level. We're on a mission to create a safe space where everyone and anyone, regardless of their background, can thrive.

It's not just the right thing to

  • Customer Operations Associate

    4 weeks ago

    London, United Kingdom fettle Full time

    We are looking for a Customer Operations Associate to join our HQ team. The role is split across two aspects of the business; customer experience and operations, and would suit someone looking to join a fast-paced and ambitious startup. **About Fettle** We’re fettle. We’re here to ‘reinvent repair’ and put the ‘service’ back into bike...

  • Customer Operations Associate

    2 days ago

    London, United Kingdom fettle Full time

    We are looking for a Customer Operations Associate to join our HQ team. The role is split across two aspects of the business; customer experience and operations, and would suit someone looking to join a fast-paced and ambitious startup. **About Fettle** We’re fettle. We’re here to ‘reinvent repair’ and put the ‘service’ back into bike...

  • Customer Operations Associate

    5 days ago

    London, Greater London, United Kingdom FPMR Ltd Full time £28,000 - £30,000

    Community Associate - London Serviced Office. Flexible Workspace. Business Centre Coordinator. Community Associate. Customer Service. Community Manager. Permanent, Full-time Working Hours: Monday to Friday - 8am to 5:00pm or 8:30am to 5:30pm Our client are a flexible workspace located in West London. Their dynamic coworking solution caters to businesses of...

  • Customer Operations Associate, Uk

    4 weeks ago

    London, United Kingdom Open Full time

    Open is an Australian-founded insurtech on a mission to deliver the best insurance experiences for the world. Now we’ve expanded into the UK, and we’re looking for a Customer Operations Associate to join our founding UK team. You’ll be at the forefront of delivering on our mission, driving exceptional experiences for our 30,000 existing UK customers...

  • Customer Operations Associate

    5 days ago

    London, Greater London, United Kingdom Liberis Full time

    Customer Operations Associate (Complaints)Reporting to:Senior Customer Operations ManagerLocation: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...

  • Customer Operations Associate, UK

    4 weeks ago

    London, United Kingdom Open Full time

    Open is an Australian-founded insurtech on a mission to deliver the best insurance experiences for the world. Now we’ve expanded into the UK, and we’re looking for a Customer Operations Associate to join our founding UK team.You’ll be at the forefront of delivering on our mission, driving exceptional experiences for our 30,000 existing UK customers...

  • Customer Operations Associate, UK

    3 weeks ago

    London, United Kingdom Open Full time

    Open is an Australian-founded insurtech on a mission to deliver the best insurance experiences for the world.  Now we’ve expanded into the UK, and we’re looking for a Customer Operations Associate to join our founding UK team. You’ll be at the forefront of delivering on our mission, driving exceptional experiences for our 30,000 existing UK...

  • Customer Operations Associate, UK

    3 weeks ago

    London, United Kingdom Open Full time

    Open is an Australian-founded insurtech on a mission to deliver the best insurance experiences for the world.  Now we’ve expanded into the UK, and we’re looking for a Customer Operations Associate to join our founding UK team. You’ll be at the forefront of delivering on our mission, driving exceptional experiences for our 30,000 existing UK...

  • Customer Operations Associate, UK

    3 weeks ago

    London, United Kingdom Open Full time

    Open is an Australian-founded insurtech on a mission to deliver the best insurance experiences for the world.  Now we’ve expanded into the UK, and we’re looking for a Customer Operations Associate to join our founding UK team. You’ll be at the forefront of delivering on our mission, driving exceptional experiences for our 30,000 existing UK...

  • Customer Operations Associate, UK

    3 weeks ago

    London, United Kingdom Open Full time

    Open is an Australian-founded insurtech on a mission to deliver the best insurance experiences for the world.  Now we’ve expanded into the UK, and we’re looking for a Customer Operations Associate to join our founding UK team. You’ll be at the forefront of delivering on our mission, driving exceptional experiences for our 30,000 existing UK...

  • Customer Operations Associate, UK

    3 weeks ago

    London, United Kingdom Open Full time

    Open is an Australian-founded insurtech on a mission to deliver the best insurance experiences for the world. Now we’ve expanded into the UK, and we’re looking for a Customer Operations Associate to join our founding UK team.You’ll be at the forefront of delivering on our mission, driving exceptional experiences for our 30,000 existing UK customers...

  • Operations and Customer Support Associate

    3 weeks ago

    London, United Kingdom S&P Global Full time

    **Position Title**: Operations and Customer Support Associate **Location**: London **Business Function**: Financial Markets **Department Overview**: OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. OSTTRA...

  • Operations Associate

    2 weeks ago

    London, United Kingdom Page Personnel Finance Full time

    The purpose of the Operations Associate is to perform daily operational activities such as payments, collections and settlements duties for Spanish clients. **Client Details** The London based financial services company is a growing financial services firm serving large corporate multinationals and their supply-chains worldwide. The client offers trade...

  • Associate Director

    3 weeks ago

    London, United Kingdom Zopa Limited Full time

    **Our Story** **Hello there. We’re Zopa.** We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces. As **Associate Director of Customer Operations**, you will be part of the...

  • Operations and Customer Support Associate

    5 days ago

    London, Greater London, United Kingdom S&P Global Full time

    Position Title: Operations and Customer Support AssociateLocation: LondonBusiness Function: Financial MarketsDepartment Overview:OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. OSTTRA is a joint venture,...

  • Customer Success Operations Associate

    3 weeks ago

    London, United Kingdom Mews Full time

    **Can you help us change the world?**: It's true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we're propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution**,** we're enabling the world's most revolutionary hospitality brands to accelerate their digital...

  • Operations Associate

    5 days ago

    London, Greater London, United Kingdom Alo Moves Full time

    JOB TITLE: Operations Associate About the Company: ALO Yoga ALO Yoga is currently seeking an Operations Associate to join their store team. The Operations Associate plays a crucial role in driving profitability and efficiency within the store operations. Working closely with the Operations & Visual Manager & Operations Lead, you will be responsible for...

  • Operations Associate

    5 days ago

    London, Greater London, United Kingdom ALO YOGA Full time

    JOB TITLE: Operations AssociateRole ObjectiveThe Operations Associate is critical in the store team and is responsible for driving to profitability and efficiency. The Operations Associate will work closely with the Operations & Visual Manager & Operations Lead in initiating, completing work, and providing feedback to the team to achieve optimal results...

  • Operations Associate

    4 weeks ago

    London, Greater London, United Kingdom ALO YOGA Full time

    JOB TITLE: Operations AssociateRole ObjectiveThe Operations Associate is critical in the store team and is responsible for driving to profitability and efficiency. The Operations Associate will work closely with the Operations & Visual Manager & Operations Lead in initiating, completing work, and providing feedback to the team to achieve optimal results...

  • Operations Associate

    3 weeks ago

    London, Greater London, United Kingdom ALO YOGA Full time

    JOB TITLE: Operations AssociateRole ObjectiveThe Operations Associate is critical in the store team and is responsible for driving to profitability and efficiency. The Operations Associate will work closely with the Operations & Visual Manager & Operations Lead in initiating, completing work, and providing feedback to the team to achieve optimal results...