**Experienced Customer Operations Specialist – Debt Management and Financial Wellbeing**

Are you passionate about helping people overcome financial difficulties and achieve a more stable, debt-free future? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we want to hear from you! As a Customer Operations Specialist at blithequark, you will play a vital role in shaping our customer-facing operations and helping individuals manage their debt while ensuring fair and supportive interactions. **About blithequark** At blithequark, we believe in a different way to deal with debt. One that puts empathy and understanding front and centre, approaching our customers as individuals – no matter what they’re going through. We've pioneered an industry-first AI-native collections platform, building products that help individuals clear their debts in a way that suits them, whilst providing businesses with an improved customer experience and game-changing insights into their customer base. Since our launch in 2021, we've worked with some of the UK's leading companies, including Octopus, Scottish Power, and Philips – helping millions of people move toward a more stable, debt-free future. In 2023, we were acquired by Intrum, Europe's biggest credit management service, and have begun the next phase in our growth – expansion into 17 European markets over the next two years. **The Role** As a Customer Operations Specialist, you will: * Help credit customers manage their debt while ensuring fair and supportive interactions * Collaborate closely with the operations team and the wider blithequark 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, providing feedback on how we can better shape our customer journey, and using 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 **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 at an FCA-regulated firm or similar * Some experience in consumer credit collections, financial hardship support, or FCA-regulated lending (e.g., BNPL, credit cards, loans) * Awareness of credit scoring, repayment plans, and financial regulations, with an interest in learning more about responsible debt management * Basic understanding of energy tariffs, billing issues, and disconnection policies, with a willingness to learn about customer support programs * 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 wellbeing * 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 **Benefits** We have put together our benefits to support all aspects of team life, both inside work and outside of work: * 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 **About Our Team** blithequark launched in June of 2021, backed by investors such as AlbionVC, Connect Ventures, and Fly Ventures. In 2023, we were acquired by Intrum, Europe's biggest credit management service. Our growing team has helped build some of the world's most successful businesses, including the likes of Monzo, Google, Oracle, ASAPP, IBM, and more – in addition to pioneering innovative products, sitting at the intersection of enterprise, financial technology, artificial intelligence, and academia, working with institutions such as Oxford University, the University of Amsterdam, and the University of Hong Kong. **Our Values** Supporting customers and businesses to improve their financial health is a long-term mission. Our company values act as our north star, steering our every move as an organisation and are the backbone of our unique company culture. Our values and culture allow us to stay true to our larger purpose, even as we continue to grow at a rapid pace. * Customers and Clients first – We exist to help real people move through debt and to get clients paid back. This commitment drives how we design products, deliver services, and interact with customers and clients daily. * Dream big – We have ambition and drive to succeed – we're not just raising the bar, we're confidently asserting ourselves as the benchmark. * Get it done – We're decisive and embrace a sense of urgency; we don't let opportunities get away from us. We'd rather act quickly and take informed risks, iterating and learning as we go. * Win as one – We work as one team, supporting each other and aiming for shared goals. At blithequark, the team isn't just individual departments – it's all of us together. We challenge and support each other because we care about everyone's growth and success. **GDPR Notice** When you apply to a job on this site, the personal data contained in your application will be collected by blithequark (“Controller”), which is located at [insert location] and can be contacted by emailing [insert email]. Controller's data protection officer is [insert name], who can be contacted at [insert email]. Your personal data will be processed for the purposes of managing Controller's recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller's behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under . You can obtain a copy of the standard contractual clauses by contacting us at [insert email]. Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority. Originally posted on Himalayas