Customer Experience Operations Specialist

5 days ago


London, Greater London, United Kingdom Loans 2 Go Limited Full time
Job Summary

We are seeking an experienced Customer Experience Operations Specialist to join our team at Loans 2 Go Limited. This is a fantastic opportunity for someone who is passionate about delivering exceptional customer service and improving the overall customer experience.

About Us

Loans 2 Go Limited is a leading provider of alternative, affordable personal loans, with over 20 years of experience in the industry. We aim to give lines of credit to those who mainstream lenders have neglected, and we take pride in providing fair and transparent products and services.

Responsibilities
  • Investigate and resolve customer complaints in a timely and professional manner.
  • Conduct root cause analysis on upheld and rejected complaints to identify areas for improvement.
  • Develop and implement corrective actions to address quality issues and improve customer satisfaction.
  • Perform data trending and analysis to identify potential quality issues.
  • Ensure compliance with our complaints handling policy and procedures.
  • Champion new initiatives and ensure seamless integration into our customer experience delivery.
Requirements
  • Experience working in complaints or customer experience within a financial institution or FCA regulated environment.
  • Strong analytical skills and ability to interpret data.
What We Offer
  • A competitive salary of £45,000 - £55,000 per annum.
  • A hybrid working scheme offering flexibility and work-life balance.
  • A performance-based bonus structure.
  • Up to 33 days holiday per year.
  • A range of benefits including life insurance, incapacity insurance, employee assistance programme, and refer-a-friend scheme.
  • Training and advancement opportunities to support your career growth.


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