Operations Associate (Collections) Why We Exist At Raylo, were on a mission to accelerate the move to a circular economy. The only way customers and manufacturers will make that shift is if its simple and cost-effective - this is where we come in. Were building a category-defining global subscription infrastructure, making premium tech accessible and affordable for both consumers and businesses. With over 180,000 subscribers in the UK and growth accelerating - weve proven the demand for a smarter, more sustainable way to access technology. Raylo is a fast-growing and profitable company, backed by global investors including Macquarie, NatWest, and Channel 4 Ventures. We are proud to have been selected for Endeavors network in 2024, underscoring our role as a high-impact, mission-driven business with global ambitions. And in 2025 we were recognised as part of Tech Nations UKs Future Fifty programme. We have been B-Corp certified since 2021 and were recently acknowledged by S&P Global for the positive impact of our circular business model via a Green Financing with NatWest. At Raylo, performance matters. We set ambitious goals, move fast, and hold ourselves to a high standard, because our mission is too important to settle for less. Our Core Values Be deeply curious Wethriveoninnovationthroughdiverseapproaches,views,and people. Walk in your customers shoes Tobuildthebestproductsandmakethebestdecisions for the long term, we must figure out what our customers need, not just what they want. Focus and execute Wehaveabigvision,butwebelieveinnailingthemostimportant problems first. Be gritty Only gritty teams succeed. Our individual ownership, passion, and perseverance mean were a team through thick and thin. What to Expect This role sits within Raylos Operationsfunction, which plays a critical role in delivering a seamless experience across the full customer lifecycle. Operations at Raylo span Customer Success, Collections, Credit Risk, and Supply Chain & Logistics, and this role focused within Collections. As an Operations Associate in the Collections team, youll be one of thefirstpointsofcontact for our customers, helping to resolve queries, provide updates, and ensure a high-quality experience. Youll gain hands-on exposure to how a fast-growing tech business supports customers at scale, while also leveraging AI platforms to improve efficiency, enhanceprocesses, and strengthen reporting capabilities. This role is designed to give you a strong foundation in operations, customer experience, and problem-solving within a high-performance environment. Youll be supported to build confidence, develop practical skills, and take on increasing responsibility. As you become established, youll contribute to improving tools, processes, and ways of working, with the opportunity to work alongside a wide range of internal stakeholders. This role requires in-office working. Our operations team are on-site (22AdelaideStreet, Belfast) 4 days per week (post probation)and1dayWFH.Wealsohaveopportunitiesfor evening shifts from June. What Youll Do Support customers byrespondingtoqueriesandissuesacrossmultiplechannels, ensuring timely, accurate, and empathetic communication. Learn and apply Raylos operational processes, systems, and tools todelivera consistent and high-quality customer experience. Work closely with teammates tomanageandresolvearangeofcustomerscenarios, building confidence in handling more complex cases over time. Use data and insights fromday-to-dayworktoidentifytrends,inefficiencies,and opportunities to improve customer experience and operational performance. Contribute to continuous improvement initiatives,supportingupdatestoprocesses, tools, and documentation. Collaborate with cross functional teams across Operations and beyond to understand how different functions work together to support customers and the business. Youll Succeed with Bachelors degree or equivalent, preferablyinaSTEMsubject. Strong communication skills (verbalandwritten)andholdastronglevelofempathy. You have a people-focused mindset, with the best interests of our customers at the forefront of everything you do. Customer service experience isaplus Being data-driven and proactive byusingtheknowledgegainedfromindustryor university to guide your decisions. Curiosity -youwillbekeentoidentifyopportunitiestoimprovethecustomerexperience. You quickly analyse solutions and make clear and informed recommendations that enhance our customer journey. Working in a team setting and understanding the importance of learning from others. You also love working in a hands-on, fast-paced environment where everybody is passionateaboutdeliveringasmartercustomerexperience.Youareanadvocateforour customers by building and maintaining long-lasting relationships. Were not looking for you to meet every point on this job description. Please still get in touch if you think you could add value and do your best work here at Raylo. We'd love to have a chat and see if you could be a great fit. Opportunities & Benefits We are continuously improving and listening to our quarterly employee surveys to provide the best opportunities and benefits for our employees. Share in Raylos success Stockoptionsforallemployees Get the latest tech ExclusiveRaylodeviceleaseforemployees 4 days in the office & 1 day WFH (postprobation) 33 days off, your way 25days8bankholidayswithfullflexibilitytouseonthedays that mean the most to you Invest in your growth L&Dbudgettosupporttheskillsyouvalue Fast-track your career Twoperformancereviewsayear Family-first policies Enhancedmaternity,paternity,adoptionorsharedparental leave, if youve been with us for 12 months. Save big on childcare Workplacenurseryschemeformajorcostsavings Perks on perks Perkboxmembershipwithdiscounts&wellbeingbenefits Good times, guaranteed Optional quarterly socials, plus summer & Christmas parties Hiring Process Whats next? Once you submit your application, our Talent Team will contact you if you have been shortlisted for the role. We set an exceptionally high bar at Raylo, and in return, we will aim to give you the best candidate experience possible. If there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason, please let us know. Stage 1: Talent Screening Stage 2: Hiring Manager Interview Stage 3: Take Home Task Stage: Customer Interaction Simulation and Typing Test Stage 4: Values-based Interview & Final Interview *As an FCA-regulated business, we conduct background checks (DBS and AML) on all successfulcandidateswhoareofferedapositionatRayloduringtheonboardingprocess. Diversity & Inclusion at Raylo At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.