Senior Customer Operations Specialist – Debt Resolution and Customer Experience Expert

At arenaflex, we're revolutionizing the debt resolution industry with a customer-centric approach that prioritizes empathy and understanding. As a Senior Customer Operations Specialist, you'll play a pivotal role in delivering exceptional support to customers, mentoring new team members, and driving continuous improvement as we expand across the UK and Europe.

Our Mission

arenaflex is committed to transforming the debt resolution landscape by providing a more compassionate and effective solution for individuals and businesses alike. Our pioneering AI-native collections platform empowers customers to clear their debts in a way that suits them, while offering businesses an improved customer experience and valuable insights into their customer base.

The Role

We're seeking an experienced Senior Operations Specialist to join our Customer Operations team and contribute to our mission. As a key member of our team, you'll be responsible for:

• Resolving high-priority cases and FCA-regulated complaints with empathy and care
• Mentoring and training new team members to help them ramp quickly and confidently
• Collaborating with Data to improve our customer-facing AI (arenaflexGPT)
• Supporting new market rollouts and contributing to process improvements
• Identifying recurring issues and raising insights to enhance the customer experience

About You

We're looking for a seasoned professional with a passion for delivering exceptional customer experiences. If you have:

• Managed high volumes of customer interactions in B2B or B2C environments, resolving complex issues and turning feedback into action
• Improved frontline workflows and made tools like Front, Zendesk, or Talkdesk more effective for your team
• Confidently handled critical escalations, balancing empathy with business needs and preventing repeat issues
• Worked well across teams and stayed calm and structured in fast-changing environments

Benefits

We offer a comprehensive benefits package to support your well-being and career growth:

• 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

About Our Team

arenaflex launched in 2021, backed by investors such as AlbionVC, Connect Ventures, and Fly Ventures. In 2023, we were acquired by Intrum, Europe's biggest credit management service. Our growing team has helped build some of the world's most successful businesses, including Monzo, Google, Oracle, ASAPP, IBM, and more. We're proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members.

Our Values

Our company values act as our north star, guiding our every move as an organization:

Customers and Clients first

– We exist to help real people move through debt and to get clients paid back.

Dream big

– We have ambition and drive to succeed - we're not just raising the bar, we're confidently asserting ourselves as the benchmark.

Get it done

– We're decisive and embrace a sense of urgency; we don't let opportunities get away from us.

Win as one

- We work as one team, supporting each other and aiming for shared goals.

GDPR Notice

When you apply to this job, the personal data contained in your application will be collected by arenaflex ("Controller"). Your personal data will be processed for the purposes of managing Controller's recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes.

How to Apply

If you're passionate about delivering exceptional customer experiences and want to be part of a revolutionary team, apply now to join arenaflex as a Senior Customer Operations Specialist. Apply for this job