Our Mission

The United Kingdom is facing an unprecedented cost of living crisis. Inflation has soared to 9.0% (the highest it has been in 40 years), the cost of energy, food and other necessities has gone through the roof and interest rates have increased for the first time in decades. As a result, we are seeing more and more individuals and family is unavoidably going into debt, as a result of many circumstances out of their control.

Unfortunately, the way companies engage with customers facing debt problems is deeply broken - it is an analogue, robotic, one-size-fits-all approach that does not take the individuals circumstances into consideration. Today, debt collectors still use antiquated and sometimes predatory tactics to engage with consumers over letters or phone calls, while most of us have moved to digital channels such as WhatsApp or iMessage.

Ophelos takes a radically different approach: We treat people with compassion, empathy and respect while allowing them to manage debts on their own accords. Our focus is on reimagining the customer experience by interacting with households through digital platforms and truly supporting them on their journey to become debt-free and beyond.

Ophelos launched in June of 2021 and agreed to be acquired by Intrum in 2023. We count some of the UK’s leading companies as our clients from high-growth fintech startups like Butter and Creditspring to billion-pound companies like Klarna and Octopus.

Ophelos launched in June of 2021 and agreed to be acquired by Intrum in 2023. We count some of the UK’s leading companies as our clients from high-growth fintech startups like Butter and Creditspring to billion-pound companies like Klarna and Octopus.

The Role - Customer Operations Specialist

• Collaborate closely with the operations team and the wider Ophelos team, to grow and shape a leading customer-facing role.
• Investigate customers’ circumstances and dig deeper on phone calls to build a better understanding of how we can provide fair and affordable solutions catered to their needs.
• Own your workflow by speaking to customers through multiple channels, provide feedback on how we can better shape our customer journey and use initiative to solve new problems as they appear.
• Develop yourself and your team by fostering a positive and constructive feedback culture, to become highly skilled at uncovering customers’ needs and finding meaningful and impactful solutions.
• Demonstrate a growth mindset by being curious and continuously wanting to learn.

The role is open to remote working or if you’d prefer you can work from our London office. Flexible working hours will be accommodated as much as possible but you should anticipate that your working hours will be between 9am - 6pm on weekdays.

About You

We are looking for resilient and empathetic customer support staff who genuinely want to help people that may find themselves in difficult situations. You’ll need to be self-motivated and adaptable to new ways of working - as within a fast-paced FinTech things often change and we need people who thrive in that environment.

We believe that no one is the finished article, however, some of the following traits are important for this role:

• Resilience
• Empathy
• Adaptability
• Self Motivation

What we would like to see

• At least 1 year of experience working in collections or customer service at an FCA-regulated firm or similar
• Strong people skills — you’re an active listener, have great empathy and are understanding.
• A genuine passion and eagerness to help people on the way to financial well-being.
• Evidence that you take the initiative in order to spot and solve problems.
• Ability to work cooperatively across departments and with stakeholders on all levels
• A real team player, someone who is self-motivated but also aware that a shared workload is important for team success.
• Self Awareness and the ability to proactively request and act on training you may need to help you within your role.

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