Apprentice Operations Executive
About the company
At Ocean, we’re on a mission to become the UK’s leading credit platform for people not served by the mainstream, helping them improve their financial wellbeing over their lifetime. This has been our mission for over 30 years, and it’s still the thing that drives us to do better and more for our customers.
We do this by helping our customers make informed decisions and access personal finance products.
If our mission sounds interesting, please keep reading!
About the job
As our new Apprentice Operations Executive, you’ll bring your passion for success to work with you, day in, day out. You’ll have the hunger to learn about every aspect of the business, using this knowledge to deliver market leading customer service. You’ll learn a host of new skills and will focus on applying these skills to achieve operational excellence and make a meaningful impact to the business and our customers by delivering your daily tasks and projects to a high level.
You will be passionate about business operations and customer support, love thinking big, and have a solid understanding of the needs and wants of our customers and business alike. You will also be enthusiastic about delivering the highest quality results. You will be naturally customer centric and thrive in a fast-paced environment that requires strong technical and communication skills, as well as a keen eye for detail.
You’ll be the kind of person that loves to push the boundaries of what’s possible and think outside the box to find new and improved approaches to our current processes.
This is a new position for an energetic, passionate, and analytical Operations Executive to join our team.
This role will help build and execute the existing strategy focused on operational excellence. The role holder will need to exhibit an excellent ability to prioritise and manage workloads, as well as providing an excellent level of service to customers, colleagues, and suppliers.
This role will also help to support the organisation through change, evolution, and sustained growth. It will see you work alongside a world-class data driven team, focused on delivering agreed targets.
You will be highly driven and able to work both independently and as part of a team. You must be able to demonstrate a reasonable knowledge of the financial services sector and a willingness to learn. You must have excellent written communication skills, show great attention to detail, and be able to multi-task in a fast-paced environment. This role reports to the Operations Manager.
What you’ll be doing for us
A day in the life of this role could look like…
- Support with all inbound customer email contact, covering both Ocean and CredAbility, responding in a clear and professional manner.
- Help to identify any customer issues, trends, and pain points, escalating to the wider business where necessary.
- Supporting customers with vulnerable characteristics, ensuring they receive the best possible outcome for their circumstances.
- Managing and reporting on all customer success channels – responding to customer reviews and feeding back any new/emerging themes and trends where applicable.
- Support with ongoing work in relation to Supplier Management
- Support with any investigations and administration required to handle customer complaints.
- Produce and distribute regular MI reports, evidencing the breadth of customer feedback, trends and issues.
- Assist the Operations team with colleague surveys, providing analysis and administrative support where required.
- Provide ad- hoc administration support to the wider Operations team where required.
Skills-wise, you’ll definitely:
- Be keen and excited to become part of a completely data-driven business, working in a highly regulated industry with a lot of complexity.
- Have a good understanding of user experience (UX).
- Share our core values – Professionalism, Respect, Humility, Passion, Openness and Trust.
- Have excellent communication skills, both written and verbal.
- Have the ability to work under pressure in a fast-paced environment.
And ideally, you’ll also:
- Competence with MS Office applications; including but not limited to Excel, Word, and PowerPoint.
- Appreciate the importance of good customer service and putting yourself in the customer’s shoes to deliver good customer outcomes.
What we’ll do for you
- Welcome you into our awesome team (dare we say the best? We do, yes!)
- Bring the kind of vibe where we want you to share your ideas, even if it’s not “your area”.
- Provide you with all the kit you need to work from home. Of course, you can also work from our Manchester or Cyprus offices, too.
- Help you plan for life after work with our pension scheme.
- Take care of your health with eye test vouchers.
- Give you 25 days holiday increasing by 1 day each year up to 30 days, as well as local public holidays and a day off on your birthday.
- Support you with training, mentoring and anything else you need to further your development and hit your career goals.
- Invite you to regular online and in-person team socials, as well as the occasional team retreat somewhere exotic.
- Help you help others with optional “community” days for volunteering.
- Flexible benefits including the Ocean Health Plan and / or Perkbox
This is a permanent contract, initially on an apprenticeship basis where you will be completing a Customer Service Specialist (level 3), which is equivalent to an A-Level.
- Locations
- United Kingdom, Remote
- Remote status
- Fully Remote
- Yearly salary
- £17,000
About Ocean Finance
Apprentice Operations Executive
Loading application form
Already working at Ocean Finance?
Let’s recruit together and find your next colleague.