About the role
The Front‑Line Operations Agent plays a vital customer‑facing role, responsible for delivering high‑quality support for a designated Lendable product. The agent handles general customer service and financial support queries, follows established processes to resolve a range of complex issues, and provides actionable feedback to improve automated tools and AI‑driven journeys. This role is based in our Chatham office, working on‑site three days a week and providing weekend coverage with a day‑in‑lieu to maintain work‑life balance.
Key Responsibilities
* Deliver exceptional support for a designated Lendable product, expertly handling a full spectrum of customer service and financial support queries via multiple channels.
* Actively listen, provide clear and accurate responses, and adapt communication style to each customer's needs, including vulnerable and complex financial situations.
* Take end‑to‑end ownership of customer interactions, ensuring every query is managed through to effective resolution or appropriate escalation.
* Build rapport and trust while maintaining control of conversations to ensure positive and compliant outcomes.
* Ask probing questions to understand a customer’s financial circumstances and identify appropriate support options.
* Adapt flexibly within the designated product area, handling both general service and financial support requirements.
Operational Excellence & Process Execution
* Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance by consistently following key operational procedures.
* Use AI and digital tools to streamline interactions and deliver faster, more accurate service.
* Identify process blockers or recurring issues and communicate them to relevant teams to support continuous improvement.
* Log all interactions accurately and maintain data integrity for audit and learning purposes.
Continuous Improvement & Feedback
* Provide clear, actionable feedback from frontline experiences to enhance knowledge bases, training resources, and AI systems.
* Participate in process reviews and contribute suggestions to improve the customer journey, automation, and operational efficiency.
* Stay updated with system, product, and process changes, readily adapting to evolving procedures.
Learning & Development
* Respond positively to coaching and feedback to improve performance and customer outcomes.
* Demonstrate initiative in learning new tools, products, and procedures as introduced.
* Share knowledge and support colleagues to foster a culture of collaborative learning.
Experience & Skills
* Previous contact‑centre experience in customer service and/or financial support within financial services.
* Strong ability to handle complex queries with empathy, accuracy, and ownership.
* Confidence following structured processes and identifying opportunities for improvement.
* Excellent communication, rapport‑building, and conflict‑resolution skills.
* Proficiency with digital tools and comfortable adopting new technologies, including AI‑driven platforms.
* Organised and able to manage multiple tasks in a fast‑paced setting.
* Proactive in feedback and involvement with process and AI improvement initiatives.
Behaviours & Approach
* Customer‑focused, delivering consistent, positive outcomes.
* Resilient, adaptable, and open to constant change and learning.
* Collaborative, supportive team player committed to shared success.
* High accountability and personal ownership for customer outcomes and process execution.
* Constructive, solutions‑focused with willingness to challenge the status quo.
Perks & Benefits
* 25 days holiday (26 after 1 year, 27 after 2+ years).
* Share of company equity.
* Comprehensive private medical and dental insurance.
* Up to £4,000 annual performance bonus.
* Reward Gateway access to exclusive employee discounts and recognition programmes.
* Social events, including annual summer day with food, BBQ, and fun.
* Flexible working arrangements (three days in‑office weekly for hybrid roles).
* Health coverage and mental wellbeing support.
* Retirement savings plans.
* Employee referral bonus.
* Office meals & snacks, fully stocked kitchen.
* Sustainable commuting options (cycle‑to‑work, electric vehicle schemes).
#J-18808-Ljbffr