Customer Operations Specialist

Summary

Join Ophelos as a Customer Operations Specialist (Energy) and help energy customers navigate billing challenges and debt solutions with empathy. Collaborate with the operations team, investigate customer circumstances, and provide tailored solutions. Own your workflow across multiple channels, provide feedback on customer journey improvements, and proactively solve problems. Develop yourself and your team by fostering a positive feedback culture. The role offers remote or London office-based options with flexible working hours. Ophelos is a fast-paced FinTech company committed to helping people achieve financial well-being.

Requirements

• At least 1 year of experience working in collections at an FCA-regulated firm or similar
• Some experience in energy debt resolution, utility billing, or supporting customers with payment difficulties, with awareness of Ofgem regulations and affordability schemes
• Basic understanding of energy tariffs, billing issues, and disconnection policies, with a willingness to learn about customer support programs
• Strong people skills — you’re an active listener, have great empathy and are understanding
• A genuine passion and eagerness to help people on the way to financial well-being
• Evidence that you take the initiative in order to spot and solve problems
• Ability to work cooperatively across departments and with stakeholders on all levels
• A real team player, someone who is self-motivated but also aware that a shared workload is important for team success
• Self Awareness and the ability to proactively request and act on training you may need to help you within your role

Responsibilities

• Help energy customers navigate billing challenges and debt solutions with empathy and a customer-first approach
• Collaborate closely with the operations team and the wider Ophelos team, to grow and shape a leading customer-facing role
• Investigate customers’ circumstances and dig deeper on phone calls to build a better understanding of how we can provide fair and affordable solutions catered to their needs
• Own your workflow by speaking to customers through multiple channels, provide feedback on how we can better shape our customer journey and use initiative to solve new problems as they appear
• Develop yourself and your team by fostering a positive and constructive feedback culture, to become highly skilled at uncovering customers’ needs and finding meaningful and impactful solutions
• Demonstrate a growth mindset by being curious and continuously wanting to learn

Preferred Qualifications

• Resilience
• Empathy
• Adaptability
• Self Motivation

Benefits

• 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