Senior Customer Operations Specialist – Customer Experience and Operations Excellence

At arenaflex, we're revolutionizing the way businesses approach debt and customer experience. Our mission is to empower individuals to clear their debts in a way that suits them, while providing businesses with an improved customer experience and game-changing insights into their customer base. As a Senior Customer Operations Specialist, you'll play a critical role in delivering best-in-class support to customers, mentoring new team members, and driving continuous improvement as we grow across the UK and Europe.

About arenaflex

arenaflex launched in 2021 with a bold vision to transform the debt management industry. Backed by investors such as AlbionVC, Connect Ventures, and Fly Ventures, we've quickly established ourselves as a leader in the space. In 2023, we were acquired by Intrum, Europe's biggest credit management service, and we're now expanding into 17 European markets over the next two years. Our team has a proven track record of building innovative products and working with some of the world's most successful businesses, including Monzo, Google, Oracle, ASAPP, IBM, and more.

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 how we work. This is a hands-on role that requires a strong customer focus, excellent communication skills, and a passion for continuous improvement.

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 someone who has:

• Managed high volumes of customer interactions in B2B or B2C environments, resolving complex issues and turning feedback into action
• Improved frontline workflows and made tools like Front, Zendesk, or Talkdesk more effective for their team
• Confidently handled critical escalations, balancing empathy with business needs and preventing repeat issues
• Worked well across teams and stayed calm and structured in fast-changing environments

Benefits

We offer a comprehensive benefits package that supports all aspects of team life, both inside and outside of work. This includes:

• 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

Work Environment and Company Culture

Our team is passionate about creating a diverse and inclusive work environment where everyone can thrive. We're committed to equal employment and advancement opportunities for all team members, regardless of their background, culture, or identity. Our company values are:

• Customers and Clients first – We exist to help real people move through debt and to get clients paid back.
• 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.
• Win as one – We work as one team, supporting each other and aiming for shared goals.

Compensation and Perks

We offer a competitive salary range of £28,000 - £32,000 GBP, depending on experience. We also offer a range of perks and benefits, including flexible working arrangements, private healthcare, and a comprehensive pension scheme.

How to Apply

If you're passionate about delivering exceptional customer experiences and driving business growth, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

GDPR Notice

When you apply to this job, the personal data contained in your application will be collected by arenaflex. Your personal data will be processed for the purposes of managing arenaflex'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 arenaflex. Apply for this job