Customer Operations Executive

We are Creditspring, 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.
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'll be at the heart of the customer experience, helping our members through phone, email, and live chat while ensuring every interaction reflects our commitment to exceptional service.

Responsibilities

 The Core duties and responsibilities of this role include the following:

• Deliver exceptional customer support across phone, email, and live chat, ensuring every interaction is professional, empathetic, and aligned with our brand voice.

• Respond customer enquiries and issues, resolving them efficiently while providing a best-in-class customer experience.

• Update and manage customer accounts, ensuring customer information is accurate and maintained to a high standard.

• Identify opportunities to improve customer retention by providing reassurance, guidance, and relevant information throughout the customer journey.

• Maintain and improve customer support resources, including FAQs, knowledge base articles, and self-service tools, while supporting automation initiatives where appropriate.

• Monitor customer feedback, identify recurring trends or issues, and share insights with the wider team to help improve products, processes, and customer experience.

• Help with general operational tasks across the team to ensure the business runs smoothly.

• Previous experience in a customer service, customer operations, or support role.

• Experience within fintech, ecommerce, financial services, or a direct-to-consumer supporting UK members.

• Excellent written and verbal communication skills.

• Confidence speaking with customers over the phone and building rapport quickly.

• Strong problem-solving abilities and a solutions-focused mindset.

• High attention to detail and commitment to accuracy.

• Strong organisational skills and the ability to prioritise effectively in a fast-paced environment.

• Good technical skills and experience using customer support platforms such as Zendesk, Dixa, Intercom, or similar tools.

• An understanding of how exceptional customer service contributes to customer retention and loyalty.

• A collaborative approach and willingness to support teammates when needed.

• Flexibility and adaptability in a growing business environment.

• Fluency in English.
  

What you'll need to succeed

• Customer Focus

• Communication skills

• Organisation & attention to detail

• Problem solving

• Adaptability and continuous improvement
  

Don’t meet all the listed requirements? Research shows that women and people of 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.