Customer Operations Specialist, Ophelos
9 Month Fixed-Term Contract
£26.5k
More information about location
Improving the financial health of consumers and businesses
Job no longer available
Improving the financial health of consumers and businesses
21-100 employees
Job no longer available
£26.5k
More information about location
21-100 employees
Company mission
To become the new standard for how organisations resolve debt - ethically & technologically.
Role
Who you are
- We are looking for resilient and empathetic customer support staff who genuinely want to help people that may find themselves in difficult situations
- You’ll need to be self-motivated and adaptable to new ways of working - as within a fast-paced FinTech things often change and we need people who thrive in that environment
- Resilience
- Empathy
- Adaptability
- Self Motivation
- At least 1 year of experience working in collections at an FCA-regulated firm or similar
- Some experience in consumer credit collections, financial hardship support, or FCA-regulated lending (e.g., BNPL, credit cards, loans)
- Awareness of credit scoring, repayment plans, and financial regulations, with an interest in learning more about responsible debt management
- Basic understanding of energy tariffs, billing issues, and disconnection policies, with a willingness to learn about customer support programs
- Strong people skills — you’re an active listener, have great empathy and are understanding
- A genuine passion and eagerness to help people on the way to financial well-being
- Evidence that you take the initiative in order to spot and solve problems
- Ability to work cooperatively across departments and with stakeholders on all levels
- A real team player, someone who is self-motivated but also aware that a shared workload is important for team success
- Self Awareness and the ability to proactively request and act on training you may need to help you within your role
What the job involves
- Help credit customers in managing their debt while ensuring fair and supportive interactions
- Collaborate closely with the operations team and the wider Ophelos team, to grow and shape a leading customer-facing role
- Investigate customers’ circumstances and dig deeper on phone calls to build a better understanding of how we can provide fair and affordable solutions catered to their needs
- Own your workflow by speaking to customers through multiple channels, provide feedback on how we can better shape our customer journey and use initiative to solve new problems as they appear
- Develop yourself and your team by fostering a positive and constructive feedback culture, to become highly skilled at uncovering customers’ needs and finding meaningful and impactful solutions
- Demonstrate a growth mindset by being curious and continuously wanting to learn
Salary benchmarks
Our take
Debt affects millions of consumers in the UK. Over 300 people a day are declared insolvent or bankrupt – that's equivalent to one person roughly every 4 minutes. And at the same time, 12.8 million households have less than £1,500 in savings, and 4.8 million households live without at least one essential household appliance. But the aggressive ways in which companies collect debt remains relatively unchanged from 100 years ago. Ophelos launched in June of 2021, backed by investors such as AlbionVC, Connect Ventures and Fly Ventures. In 2023, we were acquired by Intrum, Europe’s biggest credit management service. Our growing team has team helped build some of the world’s most successful businesses, including the likes of Monzo, Google, Oracle, ASAPP, IBM and more — in addition to pioneering innovative products, sitting at the intersection of enterprise, financial technology, artificial intelligence and academia, working with institutions such as Oxford University, the University of Amsterdam and the University of Hong Kong.
Ophelos is a startup aiming to radically alter the way consumers manage debt. Its focus is on reimagining the customer experience by interacting with households through digital platforms and truly supporting them on their journey to become debt-free and beyond. Through its AI-native collections platform, the company helps people clear their debts flexibly and affordably, whilst businesses learn vital insights and improve their customer experience through Ophelos's tools. Leading UK clients of Ophelos include Octopus Energy, Scottish Power and Philips.
Ophelos is backed by some of Europe's top investors – who have previously backed Citymapper, Curve, TrueLayer, and Wayve - and was acquired by Europe's largest credit management service Intrum in 2023. This acquisition helped Ophelos enter 17 new European markets,
Freddie
Company Specialist at Welcome to the Jungle
Insights
44% female employees
Company
Funding (2 rounds)
Jun 2022
$6.5m
SEED
Jun 2021
$2.3m
SEED
Total funding: $8.8m
Company benefits
- £500 Learning & Development Allowance per annum
- 33 days holiday (incl. bank holidays)
- Flexible Working arrangement - work from the office 2 days per week and the rest from home
- Team Activities (Team Lunches, After-Work Fun, etc.)
- Cycle to work scheme
- £200 annual working from home allowance
- Private Healthcare through Vitality
- Choose when to take Public Holidays
- Cashback on dental, optical, physio appointments
Company values
- Customers and Clients first - we exist to help real people move through debt and to get clients paid back. This commitment drives how we design products, deliver services, and interact with customers and clients daily.
- Dream big - we have ambition and drive to succeed - we’re not just raising the bar, we’re confidently asserting ourselves as the benchmark.
- Get it done - we’re decisive and embrace a sense of urgency; we don’t let opportunities get away from us. We’d rather act quickly and take informed risks, iterating and learning as we go.
- Win as one - we work as one team, supporting each other and aiming for shared goals. At Ophelos, the team isn’t just individual departments - it’s all of us together. We challenge and support each other because we care about everyone’s growth and success.
Company HQ
City of London, London, UK
Leadership
Amon Ghaiumy
(CEO)Experienced startup operator, previously Director at Moat (acquired by Oracle) and ASAPP.
Paul Chong
(CCO)Experienced technology executive, previously Head of IBM Watson, and VP at ASAPP.
Qingchen Wang, Ph.D
(Chief Scientist)Leading AI/ML researcher and professor at the University of Hong Kong.
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