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, encompassing both general customer service and financial support. You will follow established processes to resolve a variety of complex customer queries, ensuring interactions are efficient, accurate, and empathetic—applying your cross-functional expertise across general service needs and 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. This role is key in ensuring our service continually evolves to better meet the needs of all customers. You’ll be based in our Chatham office, joining the team on-site three days a week. You’ll work two weekends a month, but to keep your work-life balance in check, you’ll get a day in lieu the week before to ensure you never work more than five days a week.
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, efficiently executing established processes.
Listen actively and provide clear, accurate responses, adapting communication style to each customer's needs, including those in vulnerable situations or with complex financial queries including customers in financial difficulty to ensure appropriate support solutions are implemented.
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, ensuring positive and compliant customer outcomes.
Ask effective probing questions to understand a customer’s financial circumstances and identify appropriate support options.
Work flexibly within your designated product area, adapting fluidly between general customer service and financial support requirements, and responding to varying service needs and complex customer queries.
Operational Excellence & Process Execution
Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance by consistently following key operational procedures and applying appropriate judgement to specific customer circumstances.
Effectively use AI and digital tools to streamline customer interactions and deliver faster, more accurate service.
Identify blockers, process gaps, or recurring issues and communicate these to relevant teams, supporting continuous improvement initiatives.
Log all interactions accurately and ensure data integrity for audit and learning purposes.
Continuous Improvement & Feedback
Provide clear, actionable feedback from frontline experiences to enhance our knowledge base, training resources, and AI systems.
Participate in process reviews and contribute suggestions to enhance the customer journey, automation, and operational efficiency.
Remain up to date with ongoing system, product, and process changes, readily adapting to evolving procedures.
Learning & Development
Respond positively to coaching and feedback, using it to improve performance and customer outcomes.
Demonstrate initiative in learning new tools, products, and procedures as they are introduced.
Share knowledge and support colleagues, helping to create a culture of collaborative learning.
Experience & Skills
Previous experience in a contact centre environment, with demonstrated experience in both customer service and financial support roles (or a combined equivalent), particularly within financial services.
Demonstrated ability to handle complex queries with empathy, accuracy, and ownership.
Confident in following structured processes and able to identify opportunities to improve them.
Strong communication, rapport-building, and conflict resolution skills.
Skilled in using 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 offering feedback and participating in process and AI improvement initiatives.
Behaviours & Approach
Customer-focused, with a passion for delivering consistent, positive outcomes.
Resilient, adaptable, and open to constant change and learning.
Collaborative, supportive team player committed to shared success.
High level of accountability and personal ownership for customer outcomes and process execution.
Constructive, solutions-focused approach with willingness to challenge the status quo.
Interview Process
A 30 minute remote Interview with one of the Talent team
A 1 hour onsite Interview with a Team Leader
