Customer Operations Executive, Lendable

• Ideally, you will have a minimum of 6 months experience in Customer Service/Support or Operations
• 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)

Desirable

• 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
• 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 Lendables 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 Lendables 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

• A quick phone call with one of the team
• Onsite Interview
• Meet the team you’ll work with daily