Senior Customer Operations Specialist – Customer Experience and Operations Expert

At arenaflex, we're revolutionizing the way businesses approach debt and customer relationships. Our mission is to provide a more empathetic and understanding approach to debt, focusing on individual needs rather than one-size-fits-all solutions. We're committed to delivering exceptional customer experiences, and we're looking for a talented Senior Customer Operations Specialist to join our team.

About arenaflex

arenaflex is a pioneering fintech company that's changing the face of debt management. Since our launch in 2021, we've worked with leading companies like Octopus, Scottish Power, and Philips, helping millions of people move towards a more stable, debt-free future. Our innovative AI-native collections platform is designed to provide businesses with an improved customer experience and valuable insights into their customer base. With our recent acquisition by Intrum, Europe's largest credit management service, we're poised for rapid growth and expansion into 17 European markets over the next two years.

The Role

As a Senior Customer Operations Specialist, you'll play a critical role in delivering best-in-class support to our customers, mentoring new team members, and driving continuous improvement as we grow across the UK and Europe. This is a hands-on role where you'll lead by example, handling complex cases, supporting regulated complaints, training and mentoring others, and collaborating cross-functionally to improve how we work.

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 a seasoned professional with a passion for delivering exceptional customer experiences. If you have:

• 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 your 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 to support your well-being and career growth:

• 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

As a remote worker, you'll have the flexibility to work from anywhere, with flexible working hours accommodated as much as possible. Our company culture is built around our values of:

• 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.

Salary Range

We offer a competitive salary range of £28,000 - £32,000 GBP, depending on experience.

How to Apply

If you're passionate about delivering exceptional customer experiences and want to join a pioneering fintech company, please apply to this role. We're an equal opportunities employer and welcome applications from diverse candidates. Apply To This Job Apply for this job Note: The job description has been rewritten to meet the requirements, and the company name 'arenaflex' has been replaced throughout the text. The rewritten job title is "Senior Customer Operations Specialist – Customer Experience and Operations Expert". Apply for this job