Customer Operations Executive (Chatham, UK)

Location: Chatham, Kent UK

The Customer Service department is responsible for working with customers who have queries about their loan/card/Motor from the application stage and supports the end-to-end journey. Our primary role is to be the first point of contact for customers resolving queries at the first point of contact and ensuring customers' needs are met.

Reporting to the Team Lead, you will undertake customer queries via telephony, email and live chat. We're looking for a superstar who can utilise their skills and capability levels in the performance of their roles so that they can consistently achieve overall quality standards, and embed processes and procedures to deliver good customer outcomes

How you will impact the objectives

• Ensure all customer contact is conducted to the highest standard and quality monitoring supports this area.

• Ensure process and policy adherence, highlighting processes to management which may require enhancement.

• Interact directly with customers via voice/non-voice as part of your role to ensure customer demand is met and customers achieve first-contact resolution on their query/need.

• Support customers ensuring interactions are assessed against Lendable's quality assurance scorecard and delivering meaningful and tailored responses.

• Identify opportunities for product and process improvement to better serve customers

• Escalating risks or potential risks which may negatively impact good customer outcomes

• Identifying and recording customer dissatisfaction against Lendable's processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures.

• Support other areas within Operations to meet operational performance if required.

• Meeting defined individual and team performance targets to ensure delivery of key business and department objectives.

Your experience

• Minimum 6 months Customer Service experience preferable

• Previous Loans, Cards, and Motor experience are desirable.

• Contact centre, financial services experience desirable.

• Working to targets is preferable but not essential

• Previous experience of working in a customer contact/facing role essential (if no previous work experience, able to evidence competencies which demonstrate capability)

Interview Process

1. A quick phone call with one of the team

2. Onsite Interview

3. Meet the team you’ll work with daily