Customer Operations Specialist, Ophelos
9 Month Fixed-Term Contract
£26.5k
More information about location
Using AI and behavioral science to get people debt-free and organisations paid back.
Job no longer available
Using AI and behavioral science to get people debt-free and organisations paid back.
21-100 employees
Job no longer available
£26.5k
More information about location
21-100 employees
Company mission
To take the stress out of owing money.
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 is a major issue in the UK, with over 300 people declared insolvent every day and millions of households struggling with low savings or lacking basic appliances. Yet, debt collection practices haven't changed much in a century.
Ophelos launched in 2021 to fix that, and by 2023, it was acquired by Interum, Europe's largest credit management firm. The team brings experience from top companies like Monzo, Google, and IBM, and works closely with leading universities to drive innovation in finance and AI.
Ophelos is redesigning how debt is handled, using a digital-first, AI-driven approach that helps people pay off debt affordably while giving businesses smarter insights. And clients like Octopus Energy and Scottish Power are already using their platform to improve the customer experience.
Backed by top investors and now part of Interum, Ophelos has expanded into 17 European markets, scaling its missions to make debt recovery fairer and more human.
Freddie
Company Specialist at Welcome to the Jungle
Insights
44% female employees
Company
Funding (2 rounds)
Jun 2022
$6.9m
SEED
Jun 2021
$2.3m
SEED
Total funding: $9.2m
Company benefits
- Private healthcare
- Learning & Development allowance
- Work from home allowance
- Cycle to work scheme
- 25 Days holiday + Flexible public holidays
- 20 days working abroad allowance
- Referral bonus
Company values
- We practice what we preach: Actions speak louder than words, which is why we'll always do our utmost to find a solution that works for you
- We're always an open book: Transparency is more than a buzzword. We’re honest about our processes, at every stage of your journey
- We're individuals, and so are you: There’s no one-size-fits-all. That’s why we personalise our approach, no matter what you’re going through
Company HQ
London, UK
Leadership
Amon Ghaiumy
(Co-Founder & CEO)Experienced startup operator, previously Director at Moat (acquired by Oracle) and ASAPP.
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