Customer Operations Executive

We are Creditspring, we offer a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products.

We're a fast-growing FCA-regulated consumer credit company. We have members, not customers and we take a lot of pride in that!

As one of the UK’s only subscription finance company in the market, we truly have a unique value proposition. Our mission is very clear; to improve the financial stability and resilience of our members. We do this through the products we provide, the partnerships we have, and our educational content. We want our members, and everyone in the UK to be able to better manage their finances and steer them away from high-cost, unregulated credit options.

We’re a world-class, well-funded, diverse team from over 20 different countries that believes in the product we’re building and the service we’re providing for our members. We’ve grown significantly in the last 18 months and are keen to grow our Customer Operations team to reflect that.

About the role

We are seeking a highly motivated and skilled customer operations executive to join our dynamic team. As a Customer Operations Executive, you will be responsible for responding to telephone calls, emails, and live chat inquiries from our members. The ideal candidate should have a strong background in customer service and be committed to delivering exceptional results.

In this role, you'll be helping us identify areas where our customers might need more information or reassurance to continue borrowing with us. As a team, we look for new opportunities, initiatives, and trends to improve customer happiness.

Responsibilities

• Ensuring our customers' happiness by giving them a best-in-class experience.
• Responding to queries, updating customer accounts, and ensuring all customer issues are resolved effectively across all our customer channels, i.e., email, voice, and live chat platforms, and with the Creditspring tone of voice.
• To go above and beyond to provide customer happiness, for example, by calling customers to obtain feedback.
• Provide feedback and track any ongoing issues or areas where we can make our customers even happier.
• Manage our customer FAQs and look to automate responses where possible.

What you'll need to succeed

• Experience working in a customer service role, ideally within the e-commerce or fintech space, is advantageous but not essential. What is essential is the right attitude. We want you to grow with us and take on more operational responsibilities as we grow.
• An ability to work well under pressure and have a can-do attitude helps.
• Able to communicate effectively both verbally and in writing
• Creative problem solver with a sense of humour.
• Excellent interpersonal skills.
• Strong IT skills and experience with software such as Dixa or Zendesk are advantageous.
• Able to analyse problems and find positive solutions.
• Understanding of the link between customer service and retention.
• Experience with consumer finance is beneficial.
• Ability to be flexible with work times.
• Willingness to work as part of a team.
• Attention to detail and accuracy.
• Friendly yet professional writing manner.
• Confidence-building rapport with a customer over the phone

Salary circa £29,000 depending on experience

Don't you meet all the listed requirements? Research shows that women and people from underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes, so if your experience doesn’t fit perfectly but this role excites you, we’d love for you to apply. We’re committed to Creditspring being an inclusive environment where employees feel welcomed, valued, and listened to; we want you to thrive as your true self.

Please note that the People Team is contactable only via [email protected] . Unsolicited emails to other team members will not be actioned.