Customer Operations Agent
Department: Operations – Customer Service
Location: Hybrid
About the Client
My client is a fast-growing fintech organisation on a mission to empower individuals to manage their money with confidence. They believe everyone should have access to the clarity, intelligence, and technology needed to make smarter financial decisions. Although still young as a business, they have assembled an exceptional team and have ambitious plans for the years ahead.
Their products are designed to simplify financial matters and give customers greater control and flexibility over their money. The goal is to help people make the most of what they have — enabling more positive experiences and fewer financial worries.
About the Role
The Customer Operations Agent will play a key part in delivering exceptional customer service across multiple communication channels, including live chat, telephone, and email. This individual will act as the first point of contact for customers, helping them manage their accounts, resolve queries, and navigate financial products with clarity and confidence.
Key Responsibilities
* Provide outstanding customer support via live chat, phone, and email.
* Respond to customer enquiries regarding products and services, identifying needs and offering effective solutions.
* Assist customers with account management and maintenance tasks.
* Handle account-related queries including balances, payments, and general concerns.
* Maintain accurate and confidential records of customer interactions and financial information.
* Use CRM systems and other technology tools to deliver efficient and effective service.
* Follow established communication procedures, policies, and compliance standards.
* Identify and escalate any cases of customer dissatisfaction or vulnerability.
* Maintain proactive contact with customers throughout their lifecycle, building trust and understanding.
* Gather customer information through effective questioning to understand individual circumstances.
* Manage inbound and outbound calls, demonstrating empathy and professionalism at all times.
* Negotiate and implement sustainable repayment solutions that balance customer needs with business objectives.
* Conduct income and expenditure assessments and agree on appropriate forbearance support when required.
Regulatory Compliance & Consumer Duty
This role carries responsibility for supporting fair outcomes for customers and upholding high regulatory standards, including:
* Proactively identifying potential areas of customer harm and suggesting improvements to policies or procedures.
* Participating in regular Consumer Duty training and maintaining awareness of FCA regulatory expectations.
* Adhering to FCA Conduct Rules, including acting with integrity, diligence, fairness, and professionalism.
About You
The ideal candidate will have a passion for customer service and a strong desire to make a positive impact in customers’ financial journeys.
Experience and Attributes:
* Excellent communication skills, both verbal and written, with strong active listening abilities.
* Friendly, patient, and empathetic approach when managing challenging or sensitive conversations.
* Strong negotiation skills and the confidence to find balanced, fair outcomes for customers in financial difficulty.
* High attention to detail with accurate documentation and data management.
* Ability to handle sensitive financial information with discretion.
* Comfortable working in a fast-paced and evolving environment.
* Adaptable communication style suited to diverse customer needs.
* Proven experience using CRM systems and digital tools to support customer interactions.
* Self-motivated, accountable, and consistent in following through on customer commitments.
Benefits
My client offers a comprehensive benefits package, including:
* Private Medical Insurance – access to leading healthcare through a recognised provider.
* Health Cash Plan – reimbursement or contribution towards everyday health treatments.
* Gym Discounts – reduced membership rates across various gyms.
* Life Assurance – coverage of four times annual salary.
* Pension Scheme – 3% employer and 5% employee contribution.
* Leave – 25 days annual leave, plus the option to buy or sell up to five additional days.
* Birthday Leave – an extra day off to celebrate.
* Volunteering Leave – five days per year for volunteering activities.
* Employee Assistance Programme – wellbeing support and guidance.
* Learning & Development – opportunities for professional growth and continuous learning.