Senior Customer Operations Specialist – Driving Customer Experience and Operational Excellence at arenaflex

At arenaflex, we're revolutionizing the way businesses approach debt and customer relationships. Our mission is to provide a more empathetic and effective approach to debt management, prioritizing customer well-being and business success. As a Senior Customer Operations Specialist, you'll play a pivotal role in delivering exceptional customer experiences, mentoring new team members, and driving continuous improvement across our UK and European operations.

About arenaflex

arenaflex is a pioneering fintech company that's changing the face of debt management. Since our launch in 2021, we've worked with leading companies like Octopus, Scottish Power, and Philips, helping millions of people move towards a debt-free future. Our recent acquisition by Intrum, Europe's largest credit management service, has propelled us into a new phase of growth, with plans to expand into 17 European markets over the next two years.

The Role

As a Senior Customer Operations Specialist, you'll be responsible for leading by example, handling complex cases, supporting regulated complaints, training and mentoring others, and collaborating cross-functionally to improve our operations. Your expertise will be instrumental in driving customer satisfaction, resolving high-priority cases, and identifying recurring issues to enhance our customer experience.

Key Responsibilities:

* Resolve high-priority cases and FCA-regulated complaints with empathy and care

• Mentor and train new team members to help them ramp quickly and confidently
• Work with Data to improve our customer-facing AI (arenaflexGPT)
• Support new market rollouts and contribute to process improvements
• Identify recurring issues and raise insights to improve the customer experience

About You

We're looking for a seasoned professional with a passion for delivering exceptional customer experiences. If you've managed high volumes of customer interactions in B2B or B2C environments, resolved complex issues, and improved frontline workflows, we'd love to hear from you. Your confidence in handling critical escalations, balancing empathy with business needs, and preventing repeat issues will be invaluable in this role.

Essential Qualifications:

* 3+ years of experience in customer operations, customer service, or a related field

• Proven track record of managing high volumes of customer interactions and resolving complex issues
• Experience with workflow improvement and process optimization
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and adapt to changing priorities

Preferred Qualifications:

* Experience with AI-powered customer service tools or similar technologies

• Knowledge of regulatory requirements and compliance in customer operations
• Experience with data analysis and interpretation
• Certification in customer service or a related field

Skills and Competencies:

* Excellent communication and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Experience with workflow improvement and process optimization
• Strong data analysis and interpretation skills
• Ability to work collaboratively with cross-functional teams

Career Growth Opportunities and Learning Benefits:

* Opportunities for professional growth and development in a rapidly expanding company

• Access to training and development programs to enhance your skills and knowledge
• Collaborative and dynamic work environment with a team of experienced professionals
• Flexible working arrangements and remote work options
• Competitive salary and benefits package

Work Environment and Company Culture:

* arenaflex is a remote-friendly company with flexible working arrangements

• Collaborative and dynamic work environment with a team of experienced professionals
• Opportunities for professional growth and development in a rapidly expanding company
• Access to training and development programs to enhance your skills and knowledge
• Competitive salary and benefits package

Compensation, Perks, and Benefits:

* Competitive salary range: £28,000 - £32,000 GBP

• Private healthcare through Vitality
• £500 L&D budget
• £200 Working from home allowance
• Cashback on costs of the dentist, opticians, and more
• 25 days holiday
• Flexible Public Holidays (decide when to take time off)
• 30 days work from abroad
• Free access to counselling sessions through our EAP
• Flexible Working arrangement - work from home or from the office (dog friendly!!)
• Cycle to work scheme
• Company pension

Conclusion:

If you're a customer-focused professional with a passion for driving operational excellence, we'd love to hear from you. Join our team at arenaflex and be part of a revolution in debt management and customer relationships. Apply now to become a Senior Customer Operations Specialist and take the first step towards a rewarding career with arenaflex. Apply for this job