**EmpathyDriven Customer Operations Specialist Debt Management & AIEnabled

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About arenaflex

Welcome to arenaflex, the trailblazer at the intersection of financial technology, artificial intelligence, and customer experience. Since our launch in 2021, we have reimagined how debt is managed by putting empathy, understanding, and individual needs at the core of every interaction. Our AInative collections platform empowers people to clear their debts in a way that fits their unique circumstances while giving businesses a transformative, datarich view of their customer base.

In 2023, arenaflex was acquired by Europes leading credit management service, marking the beginning of an ambitious expansion into 17 European markets over the next two years. We already partner with some of the UKs most respected companiesOctopus, Scottish Power, reputed company, and many morehelping millions of people move toward a debtfree future.

Our culture is built on a foundation of purpose, innovation, and a relentless commitment to reputed company financial health for both individuals and businesses. At arenaflex, we believe that every team member has the power to shape the future of debt management.

The Role: Customer Operations Specialist

As a Customer Operations Specialist at arenaflex, you will be the frontline advocate for our credit customers. You will blend human empathy with cuttingedge technology to create fair, supportive, and personalized debtmanagement solutions. Your work will directly influence how we deliver exceptional customer experiences and drive business growth.

Key Responsibilities

Customer Advocacy: Engage with credit customers across multiple channelsphone, email, chatto understand their financial situations and cocreate realistic repayment plans.

DataDriven Insight: Leverage arenaflexs AI platform to analyze customer data, identify patterns, and recommend tailored solutions that balance customer needs with business objectives.

Process Ownership: Own your workflow from intake to resolution, ensuring every interaction aligns with arenaflexs standards of fairness, transparency, and compliance.

Continuous Improvement: Provide actionable feedback on customer journeys, propose enhancements, and collaborate with crossfunctional teams to implement solutions.

Team Development: Mentor peers, foster a culture of constructive feedback, and champion best practices in customer engagement and problem solving.

Growth Mindset: Stay curious, pursue learning opportunities, and apply new knowledge to improve both personal performance and team effectiveness.

What Were Looking For

We seek resilient, empathetic professionals who thrive in a fastpaced FinTech environment. The ideal candidate will bring a blend of experience, passion, and a reputed company attitude.

Essential Experience & Qualifications

Minimum 1 year of experience in collections at an FCAregulated firm or equivalent.

Background in reputed company credit collections, financial hardship support, or FCAregulated lending (e.g., BNPL, credit cards, loans).

Solid understanding of credit scoring, repayment plans, and financial regulations.

Basic knowledge of reputed company tariffs, billing issues, and disconnection policies, with a willingness to deepen expertise.

Strong interpersonal skills: active listening, empathy, and the ability to build rapport quickly.

Demonstrated initiative in identifying and solving problems.

Collaborative mindset: comfortable working across departments and with stakeholders at all levels.

Selfawareness and a reputed company approach to seeking training and development.

Preferred Traits & Skills

Resilience in highvolume, emotionally charged situations.

Adaptability to evolving processes and technologies.

Selfmotivation and a drive to exceed performance targets.

Passion for helping people achieve financial wellbeing.

Teamplayer attitude with a focus on shared success.

Why Join arenaflex

At arenaflex, we believe that career growth is a partnership between you and the organization. Heres what you can expect:

Career Development & Learning

500 annual Learning & Development budget to pursue courses, certifications, or conferences.

Regular knowledgesharing sessions with AI, data science, and product teams.

Clear career pathways from Customer Operations Specialist to Senior Specialist, Team Lead, or Product Manager.

Mentorship programs that pair you with senior leaders across the company.

Work Environment & Culture

Hybrid work model: remote flexibility or our dog .