Lendable

Entry-level Customer Operations role handling customer enquiries about personal loans, credit cards and car finance while supporting process improvements and AI-driven customer services.About the roleThis is an entry-level role for someone who wants to start a career in operations at a financial services firm. You'll join our UK Customer Operations team and train to become a fully competent front-line agent, supporting customers across our personal loans, credit cards and car finance. That covers everything from general service queries to more intricate financial support situations. By taking ownership of every enquiry from first contact to final resolution, you will not only deliver exceptional customer outcomes but also provide actionable feedback and insights to help improve our automated tools and AI-driven customer journeysYou'll be based in our Chatham office three days a week and work two weekend days a month (one Saturday and one Sunday), with a day in lieu the week before so you never work more than five days in a week.What you'll be doingResolving general customer service and financial support queries across any one of our products in either loans, cards or car finance over multiple channels, following established processesOwning each enquiry from first contact to resolution, or escalating it to the right place when it needs to go furtherSupporting customers in financial difficulty or in vulnerable situations: listening actively, asking the right questions to understand their circumstances, and finding the right support option for themKeeping conversations on track while building rapport and trust, so every outcome is both positive for the customer and compliantMeeting your targets for customer satisfaction, quality and compliance by following procedures carefully and using judgement where a customer's situation calls for it, and logging every interaction accurately for audit and learningUsing AI and digital tools to resolve queries faster and more accuratelyFeeding back blockers, process gaps and recurring issues to the relevant teams, and taking part in process reviews that improve our knowledge base, training resources and AI systemsKeeping up with product, system and process changes, acting on coaching and feedback, and sharing what you learn with colleaguesWhat we're looking forEssentialClear, empathetic communication, both spoken and written. You can adapt to the person in front of you and explain something complicated in plain EnglishThe ability to learn quickly, pick up new products and procedures, and act on coachingGood organisation: you can manage several tasks at once and follow a structured process accuratelySound judgement, and the willingness to speak up when a customer isn't getting a good outcomeComfort with digital tools and picking up new technology, including AI-driven platformsAvailability to work from our Chatham office three days a week and two weekends a month (where you will work from home)Nice to haveExperience in a contact centre or another customer-facing role, particularly in financial services would be a definite plus but it is not essential for this role.A habit of spotting where a process could work better and suggesting howPerks & BenefitsMore Time to Unwind Start with 25 days of holiday, plus extra days to reward your loyalty! Hit your 1-year milestone and get 26 days, or 27 days after 2+ years.Own a Share of Our Growth We want you to have skin in the game. You’ll receive Company Equity, meaning as we scale, you directly share in our financial success.Health & Wellbeing Peace of mind comes standard with comprehensive private medical and dental insurance from day one.Smash Targets, Get Rewarded Earn up to a £4,000 annual performance bonus based on hitting key team metrics and KPIs.Perks & Recognition via Reward Gateway Access hundreds of exclusive employee discounts, alongside our brand-new recognition programme tied to our core competencies. Plus, enjoy dedicated team budgets for ad hoc, monthly, quarterly, and annual awards!Legendary Socials & Summer Events We love to celebrate our hard work! From team get-togethers to our epic annual Summer Day Event, featuring great food, a BBQ, and plenty of fun, there are always opportunities to connect and unwind with colleagues across the business.Interview process

Posted 4 days ago

Investigates and resolves complex customer complaints involving loans, credit cards and auto finance, ensuring fair outcomes and identifying opportunities to improve business processes.About the roleThis role is for someone wanting to start a career in operations within a financial services firm. You'll join as a Graduate focused on working complaints and train to become a fully competent Complaints Officer, investigating and resolving our more complex customer interactions across loans, cards and auto-finance. A critical role to help the business understand how it can serve customers better.This is a casework role. From early on you will hold your own caseload, speak to customers directly, make decisions on whether we got it right, and put things right where we didn't. You will be supported through structured training, coaching and quality feedback as you develop in the roleSome of the areas you'll delve into are:The regulatory framework for complaints: FCA regulation, the DISP rules, Consumer Duty, and how the guidance is applied to real cases.Investigation technique: gathering evidence, interrogating system records and call recordings, and testing what actually happened against what should have happened.Decision making and redress: reaching fair and objective outcomes, and calculating and explaining any compensation due.Customer communication: writing final response letters that break complex issues down into plain English.The Financial Ombudsman Service: how cases are referred, how FOS reaches its view, and how we apply those learnings to future cases.Root cause and feedback: spotting the product and process failures behind complaints and feeding them back to frontline and product teams.Reporting to a Complaints Manager within the Operations Team, you will be responsible for a live caseload and for the quality of the decisions you make on it.No prior complaints experience needed, we care about how you think, not what you already know. This role requires an ability to learn quickly, work to deadlines and support our customers effectively.Your team's objectivesLendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. We are committed to providing excellent customer service and to reaching the right outcomes for our customers.Feedback is an important part of how we evolve as a business. The team is encouraged to speak up, take each complaint on its own merits and provide valuable insight back into the business so we can improve and grow.Our ability to handle complaints effectively for our customers and therefore for us as a business has never been more important than now, as we expand our existing products in the UK and US financial markets.What you'll be doingInvestigating and resolving complaints about our loans, cards and auto-finance products, taking each case on its own meritsSelf-managing a varied and increasingly complex caseload: prioritising cases, choosing the best contact mechanism for each customer, and working efficiently enough to meet our KPI minimum standardsCommunicating with complainants in writing and by phone — managing expectations, handling difficult situations with tact and professionalism, and finding solutions to the issues raisedWriting professional final response letters that set out our decision, our rationale and the customer's right to refer to the Financial Ombudsman ServiceFollowing our complaint handling standards and keeping clear records, making sure every decision is backed by demonstrable evidence and a documented rationaleWorking to resolve complaints without the customer needing to refer to FOS, and applying the learnings from both internal and FOS outcomes to future casesFeeding back to frontline and product teams on the product and process improvements your cases surface, across Operations and the wider Lendable businessKeeping your knowledge of Lendable's products current through effective use and review of our policies, procedures and business toolsTurning your hand to other areas of operational need as the business requiresWhat we're looking forEducated to degree levelExceptional written communication - you can structure an argument and explain a complex decision clearly to someone who is not an expertAn aptitude for investigation, analysis, problem-solving and dispute resolutionStrong organisation and self-management - you can hold a caseload, prioritise it and work to deadlines without being chasedSound judgment and a sound moral compass: willing to speak up to make sure good customer outcomes stay at the heart of what we doResilience and adaptability in a fast-paced, changing environmentA willingness to learn FCA regulation and the DISP complaint handling rules and guidance

Posted 6 days ago

Provides frontline customer support across personal loans, credit cards and car finance, resolving enquiries, supporting vulnerable customers and improving customer journeys through digital and AI tools.About the roleThis is an entry-level role for someone who wants to start a career in operations at a financial services firm. You'll join our UK Customer Operations team and train to become a fully competent front-line agent, supporting customers across our personal loans, credit cards and car finance. That covers everything from general service queries to more intricate financial support situations. By taking ownership of every enquiry from first contact to final resolution, you will not only deliver exceptional customer outcomes but also provide actionable feedback and insights to help improve our automated tools and AI-driven customer journeysYou'll be based in our Chatham office three days a week and work two weekend days a month (one Saturday and one Sunday), with a day in lieu the week before so you never work more than five days in a week.What you'll be doingResolving general customer service and financial support queries across any one of our products in either loans, cards or car finance over multiple channels, following established processesOwning each enquiry from first contact to resolution, or escalating it to the right place when it needs to go furtherSupporting customers in financial difficulty or in vulnerable situations: listening actively, asking the right questions to understand their circumstances, and finding the right support option for themKeeping conversations on track while building rapport and trust, so every outcome is both positive for the customer and compliantMeeting your targets for customer satisfaction, quality and compliance by following procedures carefully and using judgement where a customer's situation calls for it, and logging every interaction accurately for audit and learningUsing AI and digital tools to resolve queries faster and more accuratelyFeeding back blockers, process gaps and recurring issues to the relevant teams, and taking part in process reviews that improve our knowledge base, training resources and AI systemsKeeping up with product, system and process changes, acting on coaching and feedback, and sharing what you learn with colleaguesWhat we're looking forEssentialClear, empathetic communication, both spoken and written. You can adapt to the person in front of you and explain something complicated in plain EnglishThe ability to learn quickly, pick up new products and procedures, and act on coachingGood organisation: you can manage several tasks at once and follow a structured process accuratelySound judgement, and the willingness to speak up when a customer isn't getting a good outcomeComfort with digital tools and picking up new technology, including AI-driven platformsAvailability to work from our Chatham office three days a week and two weekends a month (where you will work from home)Nice to haveExperience in a contact centre or another customer-facing role, particularly in financial services would be a definite plus but it is not essential for this role.A habit of spotting where a process could work better and suggesting howPerks & BenefitsMore Time to Unwind Start with 25 days of holiday, plus extra days to reward your loyalty! Hit your 1-year milestone and get 26 days, or 27 days after 2+ years.Own a Share of Our Growth We want you to have skin in the game. You’ll receive Company Equity, meaning as we scale, you directly share in our financial success.Health & Wellbeing Peace of mind comes standard with comprehensive private medical and dental insurance from day one.Smash Targets, Get Rewarded Earn up to a £4,000 annual performance bonus based on hitting key team metrics and KPIs.Perks & Recognition via Reward Gateway Access hundreds of exclusive employee discounts, alongside our brand-new recognition programme tied to our core competencies. Plus, enjoy dedicated team budgets for ad hoc, monthly, quarterly, and annual awards!Legendary Socials & Summer Events We love to celebrate our hard work! From team get-togethers to our epic annual Summer Day Event, featuring great food, a BBQ, and plenty of fun, there are always opportunities to connect and unwind with colleagues across the business.Interview process

Posted 6 days ago

Investigates and resolves customer complaints relating to loans, credit cards and auto finance, ensuring fair outcomes while identifying improvements to products and business processes.About the roleThis role is for someone wanting to start a career in operations within a financial services firm. You'll join as a Graduate focused on working complaints and train to become a fully competent Complaints Officer, investigating and resolving our more complex customer interactions across loans, cards and auto-finance. A critical role to help the business understand how it can serve customers better.This is a casework role. From early on you will hold your own caseload, speak to customers directly, make decisions on whether we got it right, and put things right where we didn't. You will be supported through structured training, coaching and quality feedback as you develop in the roleSome of the areas you'll delve into are:The regulatory framework for complaints: FCA regulation, the DISP rules, Consumer Duty, and how the guidance is applied to real cases.Investigation technique: gathering evidence, interrogating system records and call recordings, and testing what actually happened against what should have happened.Decision making and redress: reaching fair and objective outcomes, and calculating and explaining any compensation due.Customer communication: writing final response letters that break complex issues down into plain English.The Financial Ombudsman Service: how cases are referred, how FOS reaches its view, and how we apply those learnings to future cases.Root cause and feedback: spotting the product and process failures behind complaints and feeding them back to frontline and product teams.Reporting to a Complaints Manager within the Operations Team, you will be responsible for a live caseload and for the quality of the decisions you make on it.No prior complaints experience needed, we care about how you think, not what you already know. This role requires an ability to learn quickly, work to deadlines and support our customers effectively.Your team's objectivesLendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. We are committed to providing excellent customer service and to reaching the right outcomes for our customers.Feedback is an important part of how we evolve as a business. The team is encouraged to speak up, take each complaint on its own merits and provide valuable insight back into the business so we can improve and grow.Our ability to handle complaints effectively for our customers and therefore for us as a business has never been more important than now, as we expand our existing products in the UK and US financial markets.What you'll be doingInvestigating and resolving complaints about our loans, cards and auto-finance products, taking each case on its own meritsSelf-managing a varied and increasingly complex caseload: prioritising cases, choosing the best contact mechanism for each customer, and working efficiently enough to meet our KPI minimum standardsCommunicating with complainants in writing and by phone — managing expectations, handling difficult situations with tact and professionalism, and finding solutions to the issues raisedWriting professional final response letters that set out our decision, our rationale and the customer's right to refer to the Financial Ombudsman ServiceFollowing our complaint handling standards and keeping clear records, making sure every decision is backed by demonstrable evidence and a documented rationaleWorking to resolve complaints without the customer needing to refer to FOS, and applying the learnings from both internal and FOS outcomes to future casesFeeding back to frontline and product teams on the product and process improvements your cases surface, across Operations and the wider Lendable businessKeeping your knowledge of Lendable's products current through effective use and review of our policies, procedures and business toolsTurning your hand to other areas of operational need as the business requiresWhat we're looking forEducated to degree levelExceptional written communication - you can structure an argument and explain a complex decision clearly to someone who is not an expertAn aptitude for investigation, analysis, problem-solving and dispute resolutionStrong organisation and self-management - you can hold a caseload, prioritise it and work to deadlines without being chasedSound judgment and a sound moral compass: willing to speak up to make sure good customer outcomes stay at the heart of what we doResilience and adaptability in a fast-paced, changing environmentA willingness to learn FCA regulation and the DISP complaint handling rules and guidance

Posted 6 days ago

Analyses financial and customer data to improve lending decisions, risk assessment, pricing, fraud detection and business strategy within a fast-growing technology startup.About the roleWe’re looking for a super smart graduate who is great with numbers and loves problem solving to come and apply your skills in a start up environment and have a big impact on our business and how we do things.What you'll be doingUse your analytical and problem-solving skills to generate key insights from data, and use that insight to drive meaningful change in our strategyUsing data and modelling to ground assumptions for our NPV model, such as predicting what default rates will be in the future, and using that to inform our lending deicsionsUsing data and analytics to drive decisions about who we should lend to, and how much we should lend to them, and how that changes with the economy and competition changesConducting hypothesis testing, and using your findings to change how we do things in areas such as lending strategy, pricing, and fraud detectionPresenting your findings to senior leaders in the company, then work with the product/tech team to get them implementedWhat we're looking forA graduate with a degreeSomeone that loves numbers! You’ll be working with numbers every single day in this role so you’ll be able to demonstrate your ability to work with complex data sets, analyse them and draw insightsYou’ll have a natural curiosity and love to dig into things to understand how they workStartup mindset. We’re a fast-growth tech startup so you’ll be super excited to work in an entrepreneurial environment and have a real impact on the business

Posted 6 days ago