Customer Operations Specialist, Ophelos
£26.5k
More information about location
Improving the financial health of consumers and businesses
Job no longer available
Improving the financial health of consumers and businesses
21-100 employees
Job no longer available
£26.5k
More information about location
21-100 employees
Company mission
To become the new standard for how organisations resolve debt - ethically & technologically.
Role
Who you are
- We are looking for resilient and empathetic customer support staff who genuinely want to help people that may find themselves in difficult situations
- You’ll need to be self-motivated and adaptable to new ways of working - as within a fast-paced FinTech things often change and we need people who thrive in that environment
- We believe that no one is the finished article, however, some of the following traits are important for this role: Resilience, Empathy, Adaptability and Self Motivation
- At least 1 year of experience working in collections at an FCA-regulated firm or similar
- Strong people skills — you’re an active listener, have great empathy and are understanding
- A genuine passion and eagerness to help people on the way to financial well-being
- Evidence that you take the initiative in order to spot and solve problems
- Tech savvy - you’re adaptable to new systems and curious to find the best tool for the job
- Ability to work cooperatively across departments and with stakeholders on all levels
- A real team player, someone who is self-motivated but also aware that a shared workload is important for team success
- Self Awareness and the ability to proactively request and act on training you may need to help you within your role
What the job involves
- Collaborate closely with the operations team and the wider Ophelos team, to grow and shape a leading customer-facing role
- Investigate customers’ circumstances and dig deeper on phone calls to build a better understanding of how we can provide fair and affordable solutions catered to their needs
- Own your workflow by speaking to customers through multiple channels, provide feedback on how we can better shape our customer journey and use initiative to solve new problems as they appear
- Develop yourself and your team by fostering a positive and constructive feedback culture, to become highly skilled at uncovering customers’ needs and finding meaningful and impactful solutions
- Demonstrate a growth mindset by being curious and continuously wanting to learn
- Flexible working hours will be accommodated as much as possible but you should anticipate that your working hours will be between 9am - 5:30pm
Salary benchmarks
Our take
Debt affects millions of consumers in the UK. Over 300 people a day are declared insolvent or bankrupt – that's equivalent to one person roughly every 4 minutes. And at the same time, 12.8 million households have less than £1,500 in savings, and 4.8 million households live without at least one essential household appliance. But the aggressive ways in which companies collect debt remains relatively unchanged from 100 years ago.
Ophelos is an early-stage startup aiming to radically alter the way consumers manage debt. Their focus is on reimagining the customer experience by interacting with households through digital platforms and truly supporting them on their journey to become debt-free and beyond.
Backed by some of Europe's top investors – who have previously backed Citymapper, Curve, TrueLayer, and Wayve – the Ophelos team of researchers, engineers and business leaders bring decades of experience working across enterprises and academia, for companies like Oracle, Monzo and IBM, and academic institutions such as Oxford University, the University of Amsterdam and the University of Hong Kong.
Freddie
Company Specialist
Insights
Company
Employee endorsements
Meaningful work
"Working in a relatively niche and old-school industry (debt collection) means that there's so much scope for innovation & improvement. Every project..."
Funding (2 rounds)
Jun 2022
$6.6m
SEED
Jun 2021
$2.3m
SEED
Total funding: $8.9m
Company benefits
- £500 Learning & Development Allowance per annum
- 33 days holiday (incl. bank holidays)
- Flexible Working arrangement - work from the office 1+ day per week and the rest from home
- Team Activities (Team Lunches, After-Work Fun, etc.)
- Cycle to work scheme
- £200 annual working from home allowance
- Private Healthcare through Vitality
- Choose when to take Public Holidays
- Cashback on dental, optical, physio appointments
Company values
- Obsess over Customers & Clients - we prioritise our customers and clients, finding solutions that benefit both. Compassion, empathy, and respect underpin every interaction and decision we make
- Feedback is a Gift - we give honest feedback, ensuring we are sensitive in our delivery, and mindful of how different people like to give and receive feedback. We proactively ask for feedback and seek out different opinions in the room to diversify perspectives
- Be Selfless, Act Autonomous - we empower each other to make decisions, both practically and emotionally. We give each other freedom, because we know we can rely on one another
- Move with Courage & Urgency - prioritise action, especially when the decision is reversible. Experiment and deliver fast
Company HQ
London, UK
Articles
Leadership
Amon Ghaiumy
(CEO)Experienced startup operator, previously Director at Moat (acquired by Oracle) and ASAPP.
Paul Chong
(CCO)Experienced technology executive, previously Head of IBM Watson, and VP at ASAPP.
Qingchen Wang, Ph.D
(Chief Scientist)Leading AI/ML researcher and professor at the University of Hong Kong.
People progressing
Melissa started as a Mid Software Engineer in 2021 (employee no. 11). She progressed to Senior Software Engineer in March 2023 and is now the Tech Lead for our CX squad.
Diversity & Inclusion at Ophelos
- We are committed to creating a diverse work environment. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.
- Our team is truly diverse and multi-cultural, with backgrounds from England, Russia, Germany, Iran, Australia, China, Malaysia, Italy, Canada, Mauritius and more.
Share this job
View 2 more jobs at Ophelos