Front-Line Operations Agent

Role overview

This position is a customer-facing operations role supporting one of Lendable’s products. It combines general service handling with financial support work, requiring you to resolve a wide range of customer issues with speed, accuracy, and empathy. You will own each case from the first message through to closure, while also feeding back insights that help improve automation, knowledge content, and AI-led customer journeys.

About the company

Lendable is focused on creating technology that makes it easier for people to access credit and save money. The business has already become one of the UK’s newest unicorns, with a team of a little over 700 people, strong growth momentum, profitability since 2017, backing from investors such as Balderton Capital and Goldman Sachs, and customer ratings of 4.9 across tens of thousands of Trustpilot reviews. The company has rebuilt three major consumer finance products from the ground up: loans, credit cards, and car finance, with the goal of moving money to customers in minutes rather than days. It is now expanding in the UK and US markets.

What you will do

• Handle customer service and financial support enquiries across multiple channels, following established workflows.
• Communicate clearly and adapt your approach to suit each customer, including those in vulnerable circumstances or facing financial difficulty.
• Take complete ownership of customer cases and see them through to the right outcome or escalation point.
• Build trust while keeping conversations on track and ensuring compliant results.
• Ask focused questions to understand a customer’s financial position and determine suitable support options.
• Move comfortably between general service tasks and more complex financial support work depending on product needs.
• Track performance against customer satisfaction, quality, and compliance targets.
• Use AI and digital tools to speed up and improve the accuracy of service delivery.
• Spot recurring problems, blockers, and process gaps, then raise them with the relevant teams.
• Record interactions carefully and maintain clean, reliable data for audit and learning use.
• Share practical feedback from the frontline to improve the knowledge base, training materials, automation, and AI systems.
• Take part in process reviews and suggest ways to improve the customer journey and operational efficiency.
• Stay current with changing products, systems, and procedures.
• Respond well to coaching and apply feedback to improve results.
• Learn new tools and processes quickly and support colleagues by sharing knowledge.

What we are looking for

• Experience in a contact centre environment, ideally with both customer service and financial support exposure, preferably in financial services.
• Proven ability to manage complex queries with empathy, accuracy, and ownership.
• Comfort working within structured processes while also identifying ways to improve them.
• Strong communication, relationship-building, and conflict-handling skills.
• Confidence using digital systems and openness to adopting new technology, including AI-enabled tools.
• Good organisation and the ability to juggle multiple priorities in a fast-moving environment.
• A proactive mindset for sharing feedback and contributing to process and AI improvement work.

Working style and behaviours

• A strong customer-first approach with a focus on consistently positive outcomes.
• Resilience, adaptability, and readiness for ongoing change and learning.
• A collaborative attitude and willingness to support the wider team.
• High accountability and personal ownership for customer outcomes and process execution.
• A constructive, solution-oriented outlook with the confidence to challenge existing ways of working.

Location and working pattern

You will be based in the Chatham office and work on site three days each week. The role includes two weekends per month, with a day in lieu provided during the prior week so that you do not work more than five days in any week.

Interview process

• A 30-minute remote interview with a member of the talent team.
• A 1-hour on-site interview with a team leader.

Life at Lendable

• Opportunity to help scale a highly successful fintech business.
• Flexible working arrangements tailored to the role; remote roles include regular in-person connection opportunities through socials and off-sites.
• Social events and opportunities to connect beyond the office.
• Health coverage support, including private health cover.
• Retirement and savings support for long-term financial wellbeing.
• Employee referral bonus scheme for successful hires.
• Office meals and snacks, including a stocked kitchen and complimentary lunches at select locations on in-office days.
• Sustainable commuting options such as cycle-to-work and electric vehicle salary sacrifice schemes in select locations.

Important note

The exact benefit offering depends on location and role. Please speak with the talent partner for details.

Additional commentary: the role is delivered in collaboration with another hiring platform, but application and brand references have been removed here for clarity.