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Fin-Tech Operations Executive
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Operations Executive
Our FinTech client is looking for an organised Operations Executive with at least 1 year of work experience within operations and is familiar with FCA regulatory expectations relevant to customer service, complaints and investor communications.
The Operations Executive will play a central role in the day-to-day running of our operational activities, ensuring that customers, investors, businesses and shareholders receive a professional, compliant and high-quality service.
The role requires exceptional customer service and communication skills and a real passion for helping customers with their queries.
You must be able to write well, have strong organisation and time management skills and a natural attention to detail. You’ll be working autonomously to look after our customers in a regulatory environment, so having worked within a similar framework would be helpful.
Key Responsibilities
- CRM management: Manage customer tickets, calls and enquiries through HubSpot, ensuring timely, accurate and professional responses in line with internal processes and service standards.
- Customer service and relationship management: Build and maintain strong relationships with investors and businesses from onboarding onwards, supporting users throughout their experience with us.
- Campaign management: Coordinate and produce investment campaigns on our platform, working with internal stakeholders to ensure campaigns are accurate, compliant and ready for launch.
- Complaint management: Manage and respond to formal complaints in line with FCA requirements and internal complaint-handling procedures, ensuring responses are clear, fair, timely and well documented.
- Project management: Initiate, coordinate and deliver operational projects that support our strategy, goals and continuous improvement priorities.
- Review management: Monitor and respond to reviews on Trustpilot and Google, maintaining a professional tone and protecting the company’s reputation.
- Process implementation and improvement: Identify opportunities to improve operational processes, implement practical solutions and support consistent adoption across the business.
- Shareholder management: Support shareholder communications, manage shareholder relationships and contribute to the preparation of quarterly updates and reports.
- Reporting: Prepare weekly and quarterly updates on department performance, key operational metrics, complaints, customer activity and project progress.
- Ad hoc operational support: Provide flexible operational support across the business as required, helping to resolve issues, improve efficiency and support company objectives.
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Key Skills
- Excellent customer service and relationship management skills.
- Strong written and verbal communication skills.
- Ability to manage customer enquiries, calls, tickets and escalations professionally.
- Strong project management and organisational skills.
- Ability to prioritise competing tasks and work effectively under pressure.
- Experience creating or supporting investment campaigns, customer communications or operational content.
- Good complaint-handling skills, including the ability to draft clear, fair and evidence-based responses.
- Confident preparing reports, updates and management information.
- Strong attention to detail and commitment to process accuracy.
- Working knowledge of FCA regulatory expectations relevant to customer service, complaints and investor communications.
- Proficiency using Microsoft 365, including Teams, Word, Excel and Outlook.
- Collaborative approach and ability to work effectively with colleagues across operations, compliance, technology, marketing and senior management.
Essential Experience
- Experience using HubSpot or a similar CRM system to manage customer enquiries, tickets and communications.
- Customer service experience in a regulated, financial services, fintech or professional services environment.
- Experience handling or supporting customer complaints, including drafting written responses and maintaining complaint records.
- Understanding of FCA regulatory standards and the importance of fair customer outcomes.
- Experience using Trustpilot, Google Reviews or similar review platforms to manage customer feedback.
- Strong working knowledge of Microsoft Teams and Microsoft 365.
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Preferred Experience
- Experience using Sumsub or another KYC/AML onboarding provider.
- Experience using Mailchimp or similar email marketing platforms.
- Knowledge of IFISA products and peer-to-peer lending.
- Understanding of loan origination processes and borrower onboarding.
- Experience supporting investor communications, shareholder updates or quarterly reporting.
Person Specification
The successful candidate will be organised, proactive and able to take ownership of operational tasks from start to finish. They should be comfortable working in a fast-paced fintech environment, balancing customer service, compliance, reporting and project delivery. A professional tone, strong judgement and the ability to communicate clearly with investors, businesses, shareholders and colleagues will be essential.
Benefits
- Hybrid working, pension, learning and development opportunities.
- Pay: £32,000.00 per year
Additional Benefits
- Casual dress
- Company events
- Company pension
- Employee mentoring programme
- Flexitime
- Sick pay
- Work from home
Application question(s)
- You must have excellent written and in-person communications skills in English.
Work authorisation
- United Kingdom (required)
Work Location
- Hybrid remote in Notting Hill
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