lendable - Graduate Customer Operations Agent (UK)
Requirements
• Clear, empathetic communication, both spoken and written. You can adapt to the person in front of you and explain something complicated in plain English • The ability to learn quickly, pick up new products and procedures, and act on coaching • Good organisation: you can manage several tasks at once and follow a structured process accurately • Sound judgement, and the willingness to speak up when a customer isn't getting a good outcome • Comfort with digital tools and picking up new technology, including AI-driven platforms • Availability to work from our Chatham office three days a week and two weekends a month (where you will work from home) • Experience in a contact centre or another customer-facing role, particularly in financial services would be a definite plus but it is not essential for this role. • A habit of spotting where a process could work better and suggesting how
Responsibilities
• Resolving general customer service and financial support queries across any one of our products in either loans, cards or car finance over multiple channels, following established processes • Owning each enquiry from first contact to resolution, or escalating it to the right place when it needs to go further • Supporting customers in financial difficulty or in vulnerable situations: listening actively, asking the right questions to understand their circumstances, and finding the right support option for them • Keeping conversations on track while building rapport and trust, so every outcome is both positive for the customer and compliant • Meeting your targets for customer satisfaction, quality and compliance by following procedures carefully and using judgement where a customer's situation calls for it, and logging every interaction accurately for audit and learning • Using AI and digital tools to resolve queries faster and more accurately • Feeding back blockers, process gaps and recurring issues to the relevant teams, and taking part in process reviews that improve our knowledge base, training resources and AI systems • Keeping up with product, system and process changes, acting on coaching and feedback, and sharing what you learn with colleagues
Benefits
• More Time to Unwind Start with 25 days of holiday, plus extra days to reward your loyalty! Hit your 1-year milestone and get 26 days, or 27 days after 2+ years. • Own a Share of Our Growth We want you to have skin in the game. You’ll receive Company Equity, meaning as we scale, you directly share in our financial success. • Health & Wellbeing Peace of mind comes standard with comprehensive private medical and dental insurance from day one. • Smash Targets, Get Rewarded Earn up to a £4,000 annual performance bonus based on hitting key team metrics and KPIs. • Perks & Recognition via Reward Gateway Access hundreds of exclusive employee discounts, alongside our brand-new recognition programme tied to our core competencies. Plus, enjoy dedicated team budgets for ad hoc, monthly, quarterly, and annual awards! • Legendary Socials & Summer Events We love to celebrate our hard work! From team get-togethers to our epic annual Summer Day Event, featuring great food, a BBQ, and plenty of fun, there are always opportunities to connect and unwind with colleagues across the business.Interview process • OUR INTERVIEW PROCESS • We want to get to know you, and we want you to get to know us! Here is what you can expect: • Step 1: Talent Screening Call and Mock CRM/Email Exercise A quick chat with a member of our Talent Acquisition team to talk through your experience, what you are looking for, and answers to any initial questions you have. You will also complete a quick task where you will be navigating through a mock - CRM system and replying to some email enquiries • Step 2: Onsite Interview & Role Preview A 1-hour interview at our Chatham office. To give you a true feel for our environment, you will also have the optional chance to jump on a live call-listening session to experience the role firsthand! • LIFE AT LENDABLE
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