Customer Service Specialist

The role

The Front-Line Operations Agent delivers customer service and financial support for a designated Lendable product. You will resolve complex customer queries and provide feedback to improve automated tools and AI-driven customer journeys.

What you will do

• Deliver support for a designated Lendable product via multiple channels
• Handle customer service and financial support queries
• Provide clear and accurate responses to customers in vulnerable situations or with complex financial queries
• Take end-to-end ownership of customer interactions
• Build rapport and trust while maintaining control of conversations
• Ask probing questions to understand financial circumstances
• Meet and exceed targets and KPIs related to satisfaction, quality, and compliance
• Use AI and digital tools to streamline interactions
• Identify and communicate process gaps or recurring issues
• Log all interactions accurately for audit and learning

Required qualifications

• Previous experience in a contact centre environment
• Demonstrated experience in both customer service and financial support roles (or a combined equivalent) within financial services
• Ability to handle complex queries with empathy, accuracy, and ownership
• Ability to follow structured processes
• Strong communication, rapport-building, and conflict resolution skills
• Skilled in using digital tools and comfortable adopting new technologies including AI-driven platforms
• Organised and able to manage multiple tasks in a fast-paced setting

Benefits

• 25 days of holiday, increasing to 26 or 27 days based on loyalty
• Company Equity
• Comprehensive private medical and dental insurance from day one
• Up to £4,000 annual performance bonus
• Access to exclusive employee discounts via Reward Gateway
• Recognition programme tied to core competencies
• Team budgets for awards
• Team get-togethers and annual Summer Day Event
• Retirement savings plans
• Employee referral programme
• Fully stocked kitchen and complimentary lunches on in-office days at select locations
• Cycle-to-work and electric vehicle salary sacrifice schemes in select locations

Before you apply

• Talent Screening Call and Mock CRM/Email Exercise
• Onsite Interview at Chatham office

About the company

Lendable is a fintech company building technology to help people get credit and save money. It is a UK unicorn with a team of over 800 people.