Graduate Customer Operations Agent (UK)
Lendable · Chatham, England
ABOUT LENDABLE
Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start:
- One of the UK’s most exciting unicorns with a team of over 800 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 https://uk.trustpilot.com/review/lendable.co.uk)
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
1. Take ownership: you are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
2. Work in small teams of exceptional people: Lendies are relentlessly resourceful. We challenge the status quo to solve problems and find smarter solutions
3. Build the best technology in-house: we use new data sources, machine learning and AI to make machines do the heavy lifting
ABOUT THE ROLE
This is an entry-level role for someone who wants to start a career in operations at a financial services firm. You'll join our UK Customer Operations team and train to become a fully competent front-line agent, supporting customers across our personal loans, credit cards and car finance. That covers everything from general service queries to more intricate financial support situations. By taking ownership of every enquiry from first contact to final resolution, you will not only deliver exceptional customer outcomes but also provide actionable feedback and insights to help improve our automated tools and AI-driven customer journeys
You'll be based in our Chatham office three days a week and work two weekend days a month (one Saturday and one Sunday), with a day in lieu the week before so you never work more than five days in a week.
WHAT YOU'LL BE DOING
- 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
WHAT WE'RE LOOKING FOR
Essential
- 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)
Nice to have
- 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
PERKS & 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
- Winning team: the opportunity to scale up one of the world’s most successful fintech companies
- Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
- Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
- Health coverage: support for your physical and mental wellbeing, including private health cover
- Retirement & savings: long-term financial wellbeing through retirement savings plans
- Employee referral programme: earn a competitive bonus when you refer successful new team members
- Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
- Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations
Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.
Check out our blog https://blog.lendable.co.uk/!