Customer Service Specialist

Lendable

ABOUT LENDABLE Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start: * One of the UK’s newest unicorns with a team of just over 700 people * Among the fastest-growing tech companies in the UK * Profitable since 2017 * Backed by top investors including Balderton Capital and Goldman Sachs * Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting This role will be based out of our Chatham office About the role: As the Financial Crime Team Leader, you will play a pivotal role in managing Financial Crime Operations to support and protect our customers. Your primary responsibility will be to ensure that we meet our legal and regulatory obligations regarding transaction monitoring and raising suspicious activity reports. Additionally, you will drive improvements as the financial crime landscape changes and when you identify efficiency opportunities. Your team’s objectives: The Fraud and Financial Crime Team aims to build and enhance an effective framework to combat fraud and financial crime while balancing the needs of our customers. Risk mitigation is a key objective, and we also focus on data analysis and automation to deliver solutions efficiently and effectively. The team works closely with all areas of the business to support initiatives that enable secure growth for the bank, providing advice and solutions. How you’ll impact those objectives: In this role, you will have a significant impact on the development of the Fraud and Financial Crime function across the firm. Your key responsibilities will include: * Monitoring the day-to-day performance and service position of Transaction Monitoring and Financial Crime Referrals as well as Suspicious Activity Reports (SAR’s) addressing identified challenges. * Overseeing the financial crime transaction monitoring team, providing direction and assisting with complex cases. * Equipping the Financial Crime operations teams with effective training and guidance. * Leading your team to conduct accurate and efficient investigations. * Supporting senior management in developing, communicating, and implementing operational changes, including multiple projects simultaneously. * Building and maintaining a high-performance, agile, and empathetic management culture consistent with our values. * Managing the personal and professional development of your direct reports. * Contributing to a strong control environment by minimising breaches and risk events, and resolving operational incidents. * Providing timely and useful operational management information to senior management. * Working closely and collaboratively with control owners responsible for financial crime controls that drive operational demand, including relevant product teams. Necessary deliverables within the role: * Working with the Head of Department, Managers and key stakeholders, including the Second Line Financial Crime function to implement an effective financial crime screening operation. * Collaborating with analytics to identify internal and external data sources that provide insights for identifying high-risk/criminal activity and integrating them into our overall data insight and profiling. * Collaborating with senior product stakeholders to ensure a cohesive approach from application to the existing customer life cycle. * Managing Financial Crime processes to optimise the operations function. LIFE AT LENDABLE * Winning team: the opportunity to scale up one of the world’s most successful fintech companies * Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites * Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls * Health coverage: support for your physical and mental wellbeing, including private health cover * Retirement & savings: long-term financial wellbeing through retirement savings plans * Employee referral programme: earn a competitive bonus when you refer successful new team members * Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations * Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. Check out our blog!

Abound

About Abound We’re redefining consumer lending in the UK, and beyond. Using advanced AI and Open Banking data, we make fair, affordable personal finance available to more people. While traditional lenders rely almost entirely on credit scores, we look at the full financial picture - how much you spend, and what you can afford to repay to build a deeper, more accurate understanding of each customer's unique financial situation. And we've shown it works at scale. We’ve issued over £1.3bn in loans directly to customers while delivering market-leading credit performance - for every 10 defaults the industry expects, we see only 3. We also reached profitability just 2.5 years after launch. Backed by £2bn+ of funding from top-tier investors including Citi, GSR Ventures, and Deutsche Bank, we’re recognised as one of Europe’s fastest-growing fintechs (Sifted, CNBC). Now, we’re expanding into new markets and product lines - and we’re looking for ambitious people who want to learn fast, take ownership, and grow with us. What you'll be doing: The operations team support our customers throughout the entire customer journey, assisting with queries as they apply for a loan all the way to arranging a suitable repayment plan should they fall into financial difficulty. As a Customer Service Specialist you'll be expected to offer exceptional service at all times and provide tailored support to our customers, if and when they need it. At Abound we put our customers at the heart of what we do so it’s important that you do too. We're looking for individuals who consistently go the extra mile, exhibit strong work ethic, and treat colleagues and customers respectfully. You’ll work from our Central Milton Keynes office 3 days a week with the ability to work from home for the remaining two. Who you are * Extensive customer service experience within financial services (preferably personal loans but any lending experience would be considered). * In depth knowledge and awareness of the financial services industry and regulations. E.g. FCA Guidelines, experience of KYC/TCF principles. * The ability to handle and resolve complex customer queries and complaints efficiently and independently. * Strong attention to detail with a high regard for accuracy. * Ability to work confidently individually or as part of a team, you’ll be self-motivated, being able to  recognise your own strengths and weaknesses, being committed to your own personal development and actively seeking opportunities to maximise contribution. * A proactive mindset, with the ability to identify problems that may arise and suggest solutions. * Excellent communication skills whilst liaising with colleagues and other areas of the business. * Exceptional customer service skills being able to listen, communicate effectively and manage expectations. You’ll be expected to take ownership and accountability of your work on a daily basis. * Communicate with customers through multiple channels at one time. * Be results driven and have the ability to work well under pressure. * You should possess the ability to be flexible, being able to adapt quickly to changing requirements and business demands. * The ability to work with other members of the team to eliminate process waste which does not add value to the borrower or the business and provide clear and concise rationale for the changes. * The desire to progress and development their skill set. Joining a FinTech startup is a fantastic opportunity to showcase your expertise. The success of the business relies directly on your actions. * Experience working with vulnerable customers, complaints and financial difficulty. What skills you'll need * Minimum 2 years customer service experience in financial services. * Experience of handling customer queries and providing an exceptional level of service. * Excellent communication skills with the ability handle difficult conversations if required. * Innovative and creating thinking, you’ll be expected to solve problems and think analytically. * Strong self-management skills – use your own initiative, be flexible and open to any changes whilst working in a fast paced environment. * Contribute regularly to improve processes and ensure they remain up to date. * Good standard of education including excellent computer literacy skills. * Experience logging, investigating and resolving complaints. * You may be expected to support other areas if the business if required, this is a good opportunity to expand your knowledge in the consumer lending sector. * Multi-channel experience is preferred, telephony and email communication experience is essential. What we offer * Everyone owns a piece of the company - equity * Hybrid with 3 days a week in the office * 25 days’ holiday a year, plus 8 bank holidays * 2 paid volunteering days per year * One month paid sabbatical after 4 years * Employee loan * Free gym membership through WellHub * Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering

Landmark Information Group

Customer Service Specialist Location: West Malling Contract: Fixed Term (12 Months) and Permanent  The Opportunity: We are looking for a professional, customer-focused individual to join our award-winning Customer Service team at an exciting stage in our journey. This role goes beyond traditional customer support. As a Customer Service Specialist, you will act as a trusted point of contact for customers, providing guidance, resolving enquiries, and helping to deliver positive outcomes through a consultative approach. You will build strong relationships with customers and stakeholders, work collaboratively across the business, and identify opportunities to enhance the customer experience. This role is ideal for someone who enjoys balancing customer needs with business priorities whilst maintaining a consistently high standard of service. Key Responsibilities * Deliver professional, consultative support to customers via telephone and email. * Build trusted relationships with customers, acting as a valued partner and advocate throughout their journey. * Manage customer enquiries from initial contact through to successful resolution, taking ownership throughout the process. * Proactively identify opportunities to enhance the customer experience and improve customer outcomes. * Work collaboratively with internal departments and external stakeholders to ensure efficient handling of customer requests. * Navigate multiple systems and processes confidently to investigate and resolve queries. * Liaise with data providers and third parties to resolve search-related enquiries. * Communicate clearly and professionally with customers, colleagues, and stakeholders at all levels of the business. * Support the introduction and development of a customer success mindset across the Customer Service function. * Balance customer expectations with business requirements, ensuring positive outcomes for all parties. * Monitor customer feedback, identify trends, and contribute to service improvement initiatives. * Meet agreed customer service, quality, and productivity KPIs. * Maintain high Service Quality standards and contribute to continuous improvement activities. * Develop and maintain a strong understanding of SearchFlow's products, services, systems, and processes About You: We are looking for someone who is proactive, professional, and passionate about delivering excellent customer experiences. You will be an effective communicator who enjoys building relationships, solving problems, and working collaboratively to achieve the best outcomes for customers. You will have: * The ability to build rapport quickly and confidently manage conversations with a variety of stakeholders, both internally and externally. * A customer-centric mindset with a genuine passion for delivering positive outcomes. * Strong problem-solving skills, with a proactive and solution-focused approach. * Confidence in handling challenging conversations whilst maintaining professionalism and empathy. * Excellent organisational skills and the ability to manage multiple priorities effectively. * A collaborative team player who enjoys working across departments to achieve the best outcomes for customers. * The ability to influence, engage, and build credibility with customers at varying levels of seniority. * A commitment to continuous improvement and helping shape the future direction of customer service and customer success within the business.