Customer Operations Specalist

About Us
We are a customer-focused financial services organisation committed to delivering exceptional service and creating effortless experiences for everyone we support. Our teams strive for excellence and continuously evolve to meet the changing expectations of our customers. We believe in doing the right thing, maintaining high standards, and always putting the customer at the heart of what we do.
The Role: Customer Operations SpecialistAs a Customer Operations Specialist, you will play a key part in supporting multiple operational areas across the contact centre. You'll be cross-trained to work flexibly between teams, stepping in where resource is most needed-particularly during high-demand periods or urgent situations.Your calm approach, resilience, and ability to adapt quickly will help ensure smooth daily operations and consistent delivery of high-quality customer service.
What You'll Be DoingOperational Support

• Handle a range of inbound customer queries via phone and email across different teams.
• Adapt your workflow depending on operational demand, supporting areas with higher volumes or urgent priorities.
• Maintain a customer-first approach while ensuring operational targets are achieved across all channels.
• Collaborate closely with colleagues to manage workloads and uphold service excellence.

• Step in to assist with escalated customer concerns, providing calm, professional, solution-focused support.
• Work with internal teams to resolve issues promptly and appropriately.
• Ensure customers receive high-quality handling and clear communication throughout the escalation process.

• Move between departments depending on business requirements, such as helping with backlogs or peak periods.
• Provide hands-on support to teams experiencing increased workload.
• Contribute to the overall efficiency of the contact centre by adapting quickly to new processes and priorities.

• Flexible, adaptable, and comfortable working across multiple functions
• Skilled at managing varied tasks while keeping service quality high
• Confident in solving problems and communicating clearly
• Focused on delivering excellent customer experiences
• A collaborative team player who contributes positively to a supportive environment