Front-Line Operations Agent

The Front-Line Operations Agent plays a vital customer-facing role, responsible for delivering high-quality support for a designated Lendable product, encompassing both general customer service and financial support. You will follow established processes to resolve a variety of complex customer queries, ensuring interactions are efficient, accurate, and empathetic—applying your cross-functional expertise across general service needs and more intricate financial support situations. By taking ownership of every enquiry from first contact to final resolution, you will not only deliver exceptional customer outcomes but also provide actionable feedback and insights to help improve our automated tools and AI-driven customer journeys. This role is key in ensuring our service continually evolves to better meet the needs of all customers. You’ll be based in our Chatham office , joining the team on-site three days a week . You’ll work two weekends a month , but to keep your work-life balance in check, you’ll get a day in lieu the week before to ensure you never work more than five days a week.

Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance by consistently following key operational procedures and applying appropriate judgement to specific customer circumstances.

Effectively use AI and digital tools to streamline customer interactions and deliver faster, more accurate service.

Identify blockers, process gaps, or recurring issues and communicate these to relevant teams, supporting continuous improvement initiatives.

Log all interactions accurately and ensure data integrity for audit and learning purposes.

Provide clear, actionable feedback from frontline experiences to enhance our knowledge base, training resources, and AI systems.

Participate in process reviews and contribute suggestions to enhance the customer journey, automation, and operational efficiency.

Remain up to date with ongoing system, product, and process changes, readily adapting to evolving procedures.

Respond positively to coaching and feedback, using it to improve performance and customer outcomes.

Demonstrate initiative in learning new tools, products, and procedures as they are introduced.

Share knowledge and support colleagues, helping to create a culture of collaborative learning.

Customer-focused, with a passion for delivering consistent, positive outcomes.

Resilient, adaptable, and open to constant change and learning.

Collaborative, supportive team player committed to shared success.

High level of accountability and personal ownership for customer outcomes and process execution.

Constructive, solutions-focused approach with willingness to challenge the status quo.

A 30 minute remote Interview with one of the Talent team

A 1 hour onsite Interview with a Team Leader

The opportunity to scale up one of the world’s most successful fintech companies .

Best-in-class compensation , including equity.

You can work from home every Monday and Friday if you wish - on the other days, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas.

Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.

We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance

We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London

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