Customer Operations Engineer

Title: Customer Operations Engineer | £20k-£25k | Fintech | South London

Industry: Creative industries

Role/Sector: Project management   |   Operations

Location: South London

Placement: Graduate job (permanent)

Salary: £23,000 (per annum)

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Information on the company

One of the leading FinTech Companies in the UK, they are a disruptive rapid-growing business with the mission of helping people take charge of their personal finances. The provide people with free access to their credit score and develop new ways to help them sort their Money. Awarded a place on the prestigious Future Fifty list, they now have over 7 million users.


As a member of the Customer Operations Team you will;
  • Be the voice for the users, and for their needs to be put first by the whole company
  • Embrace change and be mindful that new challenges will come, both within the product and the company  
  • Balance your time between focusing to avoid distractions, and supporting each other to jointly solve problems
  • Be a team player – be willing to do what is required for the best of the user and the team- however difficult and challenging
  • Drive to find solutions.
  • Both for users and for yourself 
  • Obsess to broaden your knowledge of the business, the product, our department and our way of doing things 
As a Customer Operations Engineer you are responsible for;
  • Dealing with user queries – all via email/social media and so written skills/grammar are key
  • Learning quickly to become an expert on credit reports and scores for users
  • Focusing on delivering excellent customer service to our users and helping them to use the service more efficiently 
  • Identify bugs/technical issues that are raised by users, and escalate these to the internal tech & UX teams so that these can get investigated
  • Working closely with the customer operations team, as well as other departments in the company, to actively enhance the user experience and deliver amazing customer service
Your success as a Customer Operations Engineer and a member of the customer operations team will be measured through; 
  • Your contribution to the success of the customer operations team which as a team is measured through the below Key Performance Metrics; 
  • Productivity
  • Measured in Tickets Per day
  • Quality
  • Measured through proactive and reactive quality control processes 
  • Customer satisfaction
  • Measured through customer satisfaction surveys
  • Interaction with and support to other team members
  • Contribution to the customer operations team and the wider company
 Minimum requirements
  • Great interpersonal skills 
  • Performing under pressure
  • Excellent written and verbal communication skills
  • Driven and hard working
Skillset/characteristics needed for the role
  • Ability to smile and be positive even when dealing with difficult people
  • Willing to roll sleeves up and enjoy delivering a great customer experience
  • An unending desire to learn and grow in a fast paced / changing business environment


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