Operations Specialist - #2180476

Operations Specialist

Reporting to: Head of Operations

Team: Operations

Contract type: Permanent

Working pattern: Full time, 35 hours a week on a rota across Monday to Saturday

Location: Hybrid or remote, UK

Purpose of the role

The Operations Specialist will look after Bruumi’s customers, dealers and brokers across the full life of a finance agreement, from onboarding and payout through to settlement, arrears and recoveries. As a key member of the Operations team, you will help test and improve the team’s processes on an ongoing basis, to ensure quality customer service is offered.

Key responsibilities

• Handle customer and introducer queries end to end through Bruumi’s omnichannel platform in the CRM system, including website, WhatsApp, email and post, and make controlled outbound calls where a call is the best way to help.
• Action every case from the work queue within Bruumi’s service standards, keeping complete and accurate records of every contact, decision and outcome.
• Support dealer and broker onboarding, including due diligence, activation and day to day service support.
• Complete fulfilment after acceptance, including document and identity checks, payout pack checks and payouts under two person approval.
• Administer live agreements, including Direct Debits and payments, account changes, statements and settlements.
• Identify customers in vulnerable circumstances, record their needs appropriately and provide tailored support and reasonable adjustments in line with the Vulnerable Customer Policy.
• Identify, log, investigate and respond to complaints fairly and within FCA timescales, and contribute to root-cause analysis to improve the service.
• Support customers in financial difficulty, including income and expenditure assessments, forbearance and payment arrangements, signposting to free debt advice and issuing arrears notices.
• Case manage late stage arrears and recoveries, working closely with Bruumi’s third-party recovery partner on referrals, vehicle recovery and repossession activity, and escalating where needed.
• Make sure customer journeys are accessible, timely and easy to understand, and that customers can get support through channels that suit their needs.
• Follow Bruumi’s procedures and controls, escalate incidents, errors and risks promptly, and help test, document and improve procedures, scripts and process maps before and after launch.
• Work closely with the Head of Operations, Compliance, Finance, Underwriting, Commercial and suppliers to deliver good customer outcomes.

Qualifications and experience

• Experience in a customer facing role in financial services, ideally consumer credit, motor finance or another FCA-regulated business.
• Experience of loan or account servicing, such as payments, settlements and agreement changes, with accurate record keeping in a CRM system.
• Experience in handling complaints and supporting customers in vulnerable circumstances or financial difficulty.

Knowledge and skills: essential

• Sound knowledge of FCA requirements for consumer credit, including Consumer Duty, CONC and DISP, and the commitment to keep it up to date.
• Clear, calm and empathetic communication in writing and by phone, including difficult conversations about money.
• Good judgement on when to follow a process and when to escalate, especially for vulnerable customers, complaints and financial difficulty.
• Accuracy and attention to detail with payments, payouts and customer records.
• Strong case management: handling several cases at once and seeing each one through to resolution within service standards.
• Confident use of a CRM system and of email and messaging channels for customer contact.
• Knowledge of motor finance products and the full agreement lifecycle, from payout to settlement or recovery.

Knowledge and skills: desirable

• Experience of arrears, collections or recoveries, including working with third-party agents.
• Experience of introducer onboarding and due diligence checks, such as Companies House, FCA Register and sanctions screening.
• Experience of Salesforce, or an omnichannel contact centre platform such as Aircall.
• Familiarity with Islamic finance products.
• Using AI tools to work faster, such as call summaries, with checks on what they produce.

Behavioural competencies

• Customer focus: treats every customer and partner fairly and sets high standards of customer care on every contact.
• Ownership: takes responsibility for each case and follows it through to resolution.
• Integrity: acts honestly, keeps accurate records and raises concerns early.
• Adaptability: thrives in a start-up, works across the whole journey and helps build processes from scratch.
• Collaboration: works well with colleagues, introducers and suppliers to get things done.
• Resilience: stays calm and professional in difficult conversations and busy periods.

Conduct

The Operations Specialist will be expected to uphold the highest standards of personal and professional conduct. This includes acting in accordance with Bruumi’s Code of Conduct, the FCA’s Conduct Rules and company policies. The individual will promote transparency and accountability and make sure that every customer and partner interaction supports the company’s regulatory, customer and reputational responsibilities. These include but are not limited to:

• Acting with integrity
• Acting with due skill, care and diligence
• Being open and co-operative with regulators
• Paying due regard to the interests of customers and colleagues and treating them fairly
• Observing proper standards of market conduct
• Acting to deliver good outcomes for customers

Working pattern, salary and benefits

Alongside a competitive salary, the Operations Specialist will have real ownership from day one and mentorship in fintech and Islamic finance to support their development.

• Permanent, full time: 35 hours a week on a rota across Monday to Friday, 9am to 7pm, and Saturday, 9am to 5pm. Any Saturday worked is given back as a day off in lieu.
• 30 days’ holiday, plus bank holidays.
• Enhanced pension scheme from day one.
• Life cover, four times salary.
• Private medical insurance.

How to apply

Apply through this post with your CV and answer the short screening questions.

Our hiring process

1. A 30-minute informal chat, so we can get to know each other and talk about the role.
2. A formal interview, including a short presentation. We’ll send you the brief in advance.

Bruumi is an equal opportunities employer. If you need any adjustments during the application process, let us know.