Pensions Operations Manager overseeing member services for 300,000 colleagues in one of UK's largest pension portfolios. Ensuring high - quality service delivery and operational excellence.
About the role
- Customer Operations Specialist providing customer support across multiple channels for fintech company Multitude. Assisting with inquiries, sales, and ensuring compliance in a hybrid work environment.
Responsibilities
- Provide frontline support to customers across multiple communication channels, ensuring outstanding service, compliance, and customer satisfaction while contributing to sales and collections processes
- Respond promptly and professionally to customer inquiries via chat, phone, email, WhatsApp, Messenger, and other platforms
- Provide accurate guidance and keep customers updated on the status of requests, complaints, applications, or collections cases.
- Identify customer needs and recommend suitable products and services
- Drive sales through proactive engagement, upselling, and cross-selling, contributing to revenue targets
- Provide first-level support for payment reminders and repayment arrangements
- Escalate complex cases to dedicated teams with accurate documentation
- Support loan servicing activities to ensure smooth processing
- Handle standard customer issues independently
- Escalate complex or sensitive cases (complaints, collections, fraud) with proper documentation and follow up to ensure resolution
- Adhere to compliance guidelines, regulatory standards, and company policies
- Maintain accurate records of all interactions
- Support GDPR, fraud detection, and complaint processes as required
Requirements
- Fluency in English (spoken & written)
- Strong team player with a customer-oriented mindset
- Good computer literacy and ability to work with digital tools
- Ability to resolve customer issues effectively at first contact
- Additional languages (Nice-to-have)
- Previous experience in a customer service, fintech, or contact centre environment (Nice-to-have)
Benefits
- A Truly Global Workplace – work with professionals from 40+ nationalities, bringing diverse expertise, perspectives, and a collaborative international culture
- Hybrid & Flexible Work – we support work-life balance with remote work options and modern office spaces across Europe
- A Culture of Growth – we invest in your future, offering LinkedIn Learning, mentorship, and professional development programmes, including HiPo and leadership development initiatives to support career advancement
- Financial Growth Opportunities – benefit from our share purchase matching programme, allowing you to invest in your future with matched contributions and long-term financial rewards
- Workation Programme – work remotely from different countries for up to 2 months per year, experiencing new cultures while staying connected and productive
- Wellbeing Benefit – receive an annual allowance to support your physical and mental wellbeing
- Private Health Insurance – access comprehensive medical coverage to support your health
- Weekly Office Breakfast – enjoy a fresh start with breakfast at the office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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