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About the Role
Lead our Escalations Team, own our outsourced contact centre relationship, and advocate for users across the business. This high-impact role sits at the intersection of operations, product, and user experience, driving improvements that matter to users at scale.
Responsibilities
- Lead and develop a team of senior Individual Contributors within the Escalations function.
- Own the relationship with our outsourced contact centre, driving performance and continuous improvement.
- Act as a senior voice for ClearScore users, identifying patterns and systemic issues and working cross-functionally to resolve them.
- Collaborate with Product, Engineering and other teams to deliver improvements to the user experience.
- Monitor escalation trends and use data to inform strategic decisions.
- Contribute to the broader Customer Operations strategy and leadership team.
Requirements
- Experience leading customer operations or escalations teams within a fast-paced, regulated environment, ideally in fintech or a similar digital-first industry.
- Proven experience managing and developing relationships with outsourced partners and BPO providers, driving performance, accountability and continuous improvement.
- Strong people leadership skills, with experience coaching senior team members and confidently managing performance through both support and constructive feedback.
- Strong cross-functional influencing skills and a track record of driving product or process improvements.
- Data-driven mindset with strong analytical skills.
- Excellent written and verbal communication skills.
- A genuine passion for customer experience and user advocacy.
Skills
- CRM tools such as Zendesk
Location
- Remote
- Hybrid
Work Type
- Hybrid Work Environment
- Flexible work
Experience Level
- Senior
Benefits
- 25 paid holidays and a “duvet day” on your birthday
- Private health and dental cover - including mental health support through Bupa
- GP office visits
- Life assurance scheme
- Up to 6% matched pension
- Regular Lunch and Learns with guest speakers
- Dog-friendly office
- Daily breakfast and free snacks
- Access to discounts via Cobens Extras
- Free sports and social clubs
- Continued investment into learning and development
- Leadership-led training
- In-house psychotherapist
- Financial coach to help you plan and achieve your goals
- No clock-watching culture
- Generous maternity and paternity plans
- Culture and inclusion representatives
- Transparent pay structure and a career growth plan
About the Company
- ClearScore is the UK's #1 credit score and report app, with a global presence in South Africa, Australia, and Canada, serving over 20 million users.
- We have established relationships with over 50 of the main lenders in the U.K., and have been a trusted tool for customers to manage their credit and make better financial decisions.
- Since October 2016, we have helped 1.8 million users take out a new credit card or loan.
- We are user-centric, design-led, and data-driven, embedding these behaviours in everything we do.
- Our company culture values smart, driven, passionate, and diverse people who are keen on having a real impact.
- We offer flexible work, no fixed desk hours, and measure outcomes rather than effort.
- We foster an inclusive culture where all employees are encouraged to contribute ideas, prioritize wellbeing, and seek career growth opportunities.
Equal Opportunity
- ClearScore is committed to providing equal employment opportunities to all qualified individuals.
- As an equal opportunity employer, we are able to make reasonable adjustments to accommodate individuals with disabilities during the recruitment and selection process.
- We celebrate diversity and are committed to creating an inclusive environment for our people.