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Lendable

Customer Service Specialist

Lendable

. Deliver customer service and financial support for a designated Lendable product across multiple channels .

Posted 11/11/2026full-timeLondon • United KingdomMid-LevelSenior💰 £27,000 - £32,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in delivering customer service and financial support, effectively managing complex queries with empathy and accuracy while utilizing digital tools and AI-driven platforms to enhance service delivery.

Highest-signal resume keywords
Customer Service ExperienceFinancial Support ExperienceComplex Query ResolutionDigital Tools ProficiencyProcess Improvement Participation

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer ServiceFinancial SupportComplex Query HandlingData Integrity MaintenanceProcess Improvement
Soft Skills
EmpathyCommunicationRapport-BuildingConflict ResolutionAdaptability
Tools & Technologies
AI-Driven PlatformsDigital Tools
Industry Keywords
Contact Centre EnvironmentFinancial ServicesCustomer SatisfactionCompliance TargetsOperational Efficiency

About the role

Key responsibilities & impact
  • Deliver customer service and financial support for a designated Lendable product across multiple channels
  • Handle complex customer queries, including customers in vulnerable situations or financial difficulty
  • Provide clear, accurate, empathetic responses and implement appropriate support solutions
  • Own customer interactions end-to-end through resolution or escalation
  • Build rapport and trust while maintaining control of conversations and compliant outcomes
  • Ask probing questions to understand customers’ financial circumstances and identify support options
  • Move flexibly between general customer service and financial support requirements
  • Meet customer satisfaction, quality, and compliance targets and KPIs
  • Use AI and digital tools to streamline interactions and improve service accuracy
  • Identify blockers, process gaps, and recurring issues and communicate them to relevant teams
  • Log interactions accurately and maintain data integrity for audit and learning
  • Provide frontline feedback to improve knowledge bases, training resources, and AI systems
  • Participate in process reviews and suggest improvements to customer journeys, automation, and operational efficiency
  • Keep up to date with system, product, and process changes
  • Respond to coaching, learn new tools and procedures, and share knowledge with colleagues

Requirements

What you’ll need
  • Previous experience in a contact centre environment
  • Experience in both customer service and financial support roles, or a combined equivalent, particularly within financial services
  • Ability to handle complex queries with empathy, accuracy, and ownership
  • Ability to follow structured processes and identify opportunities to improve them
  • Strong communication, rapport-building, and conflict resolution skills
  • Skilled in using digital tools and comfortable adopting new technologies, including AI-driven platforms
  • Organised and able to manage multiple tasks in a fast-paced setting
  • Proactive in offering feedback and participating in process and AI improvement initiatives
  • Customer-focused, resilient, adaptable, and open to constant change and learning
  • Collaborative, supportive team player
  • High level of accountability and personal ownership
  • Willingness to challenge the status quo
  • Able to work onsite in the London office three days a week
  • Able to work two weekends a month
  • Must not require sponsorship now or in the future

Benefits

Comp & perks
  • 25 days of holiday, increasing to 26 days after 1 year and 27 days after 2+ years
  • Company equity
  • Private medical and dental insurance from day one
  • Up to £4,000 annual performance bonus
  • Employee discounts through Reward Gateway
  • Recognition programme and team budgets for awards
  • Team get-togethers and annual Summer Day Event
  • Flexible working approach tailored to the role
  • Retirement savings plans
  • Employee referral programme bonus
  • Stocked kitchen and complimentary lunches on in-office days at select locations
  • Cycle-to-work and electric vehicle salary sacrifice schemes at select locations
  • Day in lieu for weekend work to maintain a maximum five-day workweek