At Ophelos, we envision a transformative approach to debt management, one that emphasizes empathy and understanding. Our mission is to treat each customer as a unique individual, recognizing the diverse challenges they face.

For far too long, those dealing with debt have suffered from outdated industry practices marked by aggression, inefficient customer service, and a generic approach that ignores the personal circumstances leading to financial difficulties. This not only impacts individuals but also affects businesses, resulting in poor customer experiences that lead to dissatisfaction, high churn rates, and lost opportunities.

This is why we are redefining the landscape with our groundbreaking AI-driven collections platform. Our innovative products empower individuals to manage their debts in ways that work for them while enhancing the overall customer experience and delivering invaluable insights to businesses.

Since our inception in 2021, we’ve partnered with some of the UK’s foremost companies, including Octopus, Scottish Power, and Philips—helping millions take significant steps towards a more secure, debt-free future. Our recent acquisition by Intrum, Europe’s largest credit management service, marks an exciting new chapter in our growth as we expand into 17 European markets over the next two years.

The Opportunity in Customer Operations

As a vital member of our team, you will:

• Support credit customers in navigating their debt management journey through fair and compassionate communication.
• Collaborate closely with both the operations team and the broader Ophelos community to enhance and define this influential customer-facing position.
• Investigate each customer’s situation through in-depth phone conversations to identify tailored and affordable solutions that meet their needs.
• Own your process by engaging with customers through various channels, providing insights on optimizing the customer journey, and taking initiative to address emerging challenges.
• Cultivate a positive feedback culture that fosters personal and team development, enhancing your skills in understanding customers’ needs and delivering impactful solutions.
• Exhibit a growth mindset by remaining curious and eager to expand your knowledge.

This role offers the flexibility of remote work or the option to join us in our London office. While we strive to accommodate flexible working hours, anticipate a schedule primarily between 9 AM and 5:30 PM on weekdays.

Your Profile

We seek resilient and empathetic individuals who genuinely wish to assist those facing financial hardships. You should be self-motivated and thrive in adaptable environments, as our fast-paced FinTech setting requires flexibility and quick thinking.

Key traits we value include:

• Resilience
• Empathy
• Self-Motivation

We’re particularly interested in candidates who possess:

• A minimum of one year of experience in collections at an FCA-regulated firm or similar environment.
• Background in consumer credit collections, financial hardship support, or FCA-regulated lending (including BNPL, credit cards, loans).
• Understanding of credit scoring, repayment plans, and financial regulations, with a willingness to deepen your knowledge of responsible debt management.
• Fundamental awareness of energy tariffs, billing issues, and disconnection policies, along with a readiness to learn about customer support programs.
• Strong interpersonal skills, characterized by active listening and a compassionate approach.
• Genuine enthusiasm for guiding individuals toward financial stability.
• Proactive problem-solving abilities and initiative to identify and resolve issues.
• Capability to collaborate effectively across departments and with stakeholders at all levels.
• A true team player mentality, balancing self-motivation with the importance of shared goals.
• Self-awareness and the inclination to seek necessary training to excel in your role.

Our Benefits

We offer a comprehensive range of benefits designed to support all aspects of our team members’ lives:

• Access to private healthcare through Vitality
• £200 allowance for home office setup
• Cashback on dental, optical, and other health-related expenses
• 25 vacation days per year
• Flexible public holiday options allowing you to choose when to take time off
• Opportunity to work from abroad for 30 days annually
• Free counseling sessions through our Employee Assistance Program (EAP)
• Flexible working arrangements—work from home or our dog-friendly office
• Cycle-to-work scheme
• Company pension plan

At Ophelos, we are dedicated to providing equitable opportunities for all candidates. If you require specific accommodations during the hiring process, please let us know.

We maintain a commitment to pay transparency, ensuring all candidates are informed of the salary range associated with this position.

Salary Range

About Our Team

Founded in June 2021, Ophelos has garnered support from esteemed investors including AlbionVC, Connect Ventures, and Fly Ventures. Following our acquisition by Intrum in 2023, we are poised for significant growth, tapping into the expertise of a team comprising professionals from industry giants like Monzo, Google, Oracle, and IBM, alongside partnerships with academic institutions such as Oxford University and the University of Hong Kong.

Our Values

Our long-standing mission involves empowering customers and businesses to enhance their financial well-being. Our company values guide every decision, forming the foundation of our unique culture:

• Customer and Client First: We prioritize helping real individuals navigate debt and ensuring timely repayments.
• Dream Big: We aspire to set new standards within the industry, continually pushing ourselves to excel.
• Get It Done: Our team acts with urgency, seizing opportunities and learning from our experiences.
• Win as One: Collaboration and mutual support are at our core, with a shared commitment to collective success.

Ophelos champions diversity within our workplace and is proud to be an equal opportunity employer. We strive to create a nurturing environment where every Ophelos team member can flourish, feel included, and achieve their best work. Our recruitment process is based on talent and merit, free from discrimination based on race, color, religion, age, sexual orientation, gender identity, disability, or any other legally protected characteristic.

GDPR Notice

When you submit your application, your personal data will be collected by Ophelos (the "Controller"), located at 1 Finsbury Ave, London EC2M 2PF. You can contact us via email at [insert email]. Our data protection officer is Paul Chong, reachable at [insert email]. Your data will be used solely for recruitment purposes, including interviews, evaluations, and assessments, in compliance with GDPR.

Your data may be shared with Greenhouse Software, Inc., a U.S.-based provider assisting us in managing our recruitment process. If you’re outside the U.S., your data will be transferred there, subject to appropriate safeguards.

Your information will be retained as long as necessary for recruitment activities. Under GDPR, you have rights to access, rectify, or request restriction of your personal data. Click apply to explore this exciting opportunity further.