Customer Operations Specialist London, England
Job description
Our Mission
The United Kingdom is facing an unprecedented cost of living crisis. Inflation has soared to 9.0% (the highest it has been in 40 years), the cost of energy, food and other necessities has gone through the roof and interest rates have increased for the first time in decades. As a result, we are seeing more and more individuals and family is unavoidably going into debt, as a result of many circumstances out of their control.
Unfortunately, the way companies engage with customers facing debt problems is deeply broken - it is an analogue, robotic, one-size-fits-all approach that does not take the individuals circumstances into consideration. Today, debt collectors still use antiquated and sometimes predatory tactics to engage with consumers over letters or phone calls, while most of us have moved to digital channels such as WhatsApp or iMessage.
Ophelos takes a radically different approach: We treat people with compassion, empathy and respect while allowing them to manage debts on their own accords. Our 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.
The Role - Customer Operations Specialist
- 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.
The role is open to remote working or if you'd prefer you can work from our London office. Flexible working hours will be accommodated as much as possible but you should anticipate that your working hours will be between 9am - 6pm on weekdays.
About You
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.
We believe that no one is the finished article, however, some of the following traits are important for this role:
- Resilience
- Empathy
- Adaptability
- Self Motivation
What we would like to see
- At least 1 year of experience working in collections at an FCA-regulated firm or similar
- 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.
About Our Team
Ophelos launched in June of 2021 and is backed by investors such as AlbionVC, Connect Ventures and Fly Ventures. Our team has team pioneered innovative products and built successful businesses across the intersection of enterprise & financial technology, artificial intelligence and academia, including companies like Monzo, Google, Oracle, ASAPP, IBM and more, and academic institutions such as Oxford University, the University of Amsterdam and the University of Hong Kong.
Our Values
Supporting customers and businesses to improve their financial health is a long-term mission. Our company values act as our north star, steering our every move as an organisation and are the backbone of our unique company culture. Our values and culture allow us to stay true to our larger purpose, even as we continue to grow at a rapid pace.
Compassion is not a luxury – Everybody has the right to be treated with compassion and respect. We have built an incredibly supportive and understanding team that works together to build products which help individuals and families resolve their debts and stay out of debt long-term.
Be an open book – Transparency and accountability are more than just buzzwords. We are always honest and transparent about everything we do, be it internal or external.
Practise care, don't preach it – Saying "we care" is not enough. We provide practical support every step of the way with financial education, wellbeing tips and aftercare to help people get out of debt - and stay out.
New ideas fix old problems – We're rebuilding debt collection from the ground up. That means constantly re-evaluating the status quo and striving to do better every day.
Security relies on integrity – We take privacy and confidentiality very seriously. Our systems are secure by design and all personal data is locked, bolted and padlocked.
Ophelos is committed to creating a diverse work environment and is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. We are building an environment where every Ophelos team member can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, disability, or other protected characteristics as required by law and as a matter of our company values.
