Customer Operations Executive

**About Lendable** Lendable is on a mission to make consumer finance amazing**:faster, cheaper and friendlier.**: - We're building one of the **world’s leading fintech** companies and are off to a strong start: - One of the **UK’s newest unicorns** with a team of just over 400 people> Among the **fastest-growing** tech companies in the UK - **Profitable** since 2017 - Backed by top investors including **Balderton Capital** and **Goldman Sachs**> **Loved** by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) So far, we’ve rebuilt the **Big Three** consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets **(UK and US)** where trillions worth of financial products are held by big banks with dated systems and painful processes. **Join us if you want to**: - **Take ownership across a broad remit.** You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 - Work in **small teams of exceptional people**, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo - Build the **best technology in-house**, using new data sources, machine learning and AI to make machines do the heavy lifting **About the role** **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 are 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 team - Onsite Interview - Meet the team you’ll work with daily **Life at Lendable (check out our Glassdoor page)** - 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 chef **prepares 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 looking to make Lendable the most inclusive and open workspace in London Pay: £27,000.00-£30,000.00 per year **Benefits**: - Company events - Company pension - Cycle to work scheme - Discounted or free food - Private medical insurance - Referral programme - Work from home Schedule: - 8 hour shift - Monday to Friday Application question(s): - Do you have the right to work in the UK? **Experience**: - Communication skills: 1 year (required) - Customer service: 1 year (required) **Language**: - English (required) Work Location: Hybrid remote in Chatham, ME4 4QZ