At Ophelos, we envision a transformative approach to debt management that prioritizes empathy and personalized care. Our philosophy revolves around treating each customer as an individual, recognizing their unique circumstances and challenges.

For far too long, those in debt have faced a tough industry landscape filled with aggressive tactics, cumbersome customer services, and impersonal solutions that ignore the factors that lead to financial distress. This has not only impacted individuals but also businesses, resulting in poor customer experiences that lead to dissatisfaction, high turnover rates, damaged brand reputations, and lost opportunities.

This is why we are redefining the debt collection industry. Through groundbreaking AI-driven technology, we’ve developed a collections platform that empowers individuals to manage their debts in a way that best fits their needs while simultaneously enhancing the customer service experience for businesses and providing critical insights into their clientele.

Since our inception in 2021, we have partnered with several leading UK companies like Octopus, Scottish Power, and Philips, assisting millions on their journey towards financial stability. In 2023, we joined forces with Intrum, Europe’s largest credit management service, propelling us into an exciting phase of growth that includes expanding our reach into 17 European markets over the next two years.

As a Senior Customer Operations Specialist, you will be an essential part of our Customer Operations team, dedicated to delivering exceptional support to our customers. Your role will involve mentoring newcomers, identifying areas for improvement, and enhancing our operations as we continue to grow across the UK and Europe.

Key Responsibilities:

• Handle high-priority cases and FCA-regulated complaints with compassion and professionalism.
• Train and mentor new team members, helping them gain confidence quickly.
• Collaborate with our Data team to enhance the capabilities of our customer-facing AI platform, OphelosGPT.
• Contribute to market rollouts and support process enhancement initiatives.
• Recognize recurring issues and provide insights to elevate the customer experience.

This position is fully remote, with flexible working hours available. While most working hours will be expected between 9 AM – 5:30 PM on weekdays, we strive to accommodate your schedule as much as possible.

About You:

We appreciate that growth is a journey, and while no candidate is perfect, the following qualities are paramount for success in this role:

• Proven experience managing a high volume of customer interactions, adept at resolving intricate issues and translating feedback into actionable improvements.
• A track record of enhancing frontline workflows and optimizing tools like Front, Zendesk, or Talkdesk for maximum team efficiency.
• Confidence in navigating critical escalations, striking a balance between empathy and business priorities to prevent recurrent challenges.
• A collaborative spirit, with the ability to maintain composure and organization in fast-paced and dynamic settings.

Our comprehensive benefits package is designed to support your well-being both inside and outside of work:

• Private healthcare via Vitality
• £200 work-from-home allowance
• Cashback on dental, optician, and various health expenses
• 25 days of vacation
• Flexible public holidays to accommodate your personal preferences
• 30 days of remote work from abroad
• Complimentary access to counseling sessions through our Employee Assistance Program (EAP)
• A flexible working environment—choose to work from home or from our dog-friendly office
• Cycling to work scheme
• Company pension plan

At Ophelos, we are committed to providing equal opportunities to all candidates. If you require special accommodations throughout the hiring process, please let us know.

We value transparency in our compensation practices, which is why we include salary ranges in all job postings.

About Our Team:

Founded in June 2021 with support from esteemed investors like AlbionVC, Connect Ventures, and Fly Ventures, we have grown rapidly since being acquired by Intrum in 2023. Our diverse team is composed of individuals who have helped develop some of the world’s most successful companies, leveraging our expertise in financial technology and artificial intelligence while collaborating with prestigious academic institutions, including Oxford University and the University of Hong Kong.

Our Values:

At Ophelos, we are dedicated to improving the financial health of both our customers and clients—a mission that guides our actions daily. Our core values shape our unique workplace culture:

• Customers and Clients First: Our existence hinges on helping individuals navigate debt successfully while facilitating timely payments for our clients.
• Dream Big: Our ambition inspires us to not only raise the bar but to set it.
• Get It Done: We act decisively, embracing urgency and taking measured risks to capture opportunities.
• Win as One: We function as a unified team, supporting one another to achieve shared objectives.

Ophelos is proud to foster a diverse workplace. We are an equal opportunity employer, and we value and encourage diversity in our recruitment processes, ensuring that every voice is heard and every team member can thrive.

GDPR Notice:

When you submit an application through this site, your personal data will be collected by Ophelos (“Controller”), located at 1 Finsbury Ave, London EC2M 2PF. For any data protection inquiries, you may contact our Data Protection Officer. Your information will be processed for recruitment purposes, following GDPR guidelines.

Join us at Ophelos and be a part of our mission to reshape the debt experience for individuals and businesses alike. Create a job alert to receive future opportunities straight in your inbox!