Customer Service Specialist

• Support customers throughout the entire customer journey from assisting with loan application queries to arranging suitable repayment plans if they fall into financial difficulty. • Offer exceptional service at all times and provide tailored support as part of the operations team at one of Europe's fastest-growing fintechs. • Work from the Central Milton Keynes office 3 days a week with the ability to work from home for the remaining two.

• Bring a minimum of 2 years of customer service experience in financial services. • Have extensive customer service experience within financial services, preferably personal loans but any lending experience would be considered. • Have in-depth knowledge and awareness of the financial services industry and regulations such as FCA Guidelines and experience of KYC/TCF principles. • Handle and resolve complex customer queries and complaints efficiently and independently. • Have strong attention to detail with a high regard for accuracy. • Possess excellent communication skills with the ability to handle difficult conversations if required. • Have experience logging, investigating, and resolving complaints. • Have multi-channel experience with telephony and email communication experience being essential. • Have experience working with vulnerable customers, complaints, and financial difficulty. • Be results-driven with the ability to work well under pressure in a fast-paced environment.

• Have experience specifically with personal loans or consumer lending products. • Bring experience working in a fintech or startup environment. • Have experience communicating with customers through multiple channels simultaneously. • Have experience identifying and eliminating process waste to improve operational efficiency.

• Communicate with customers through multiple channels at one time including telephony, email, and other digital channels. • Handle and resolve complex customer queries and complaints efficiently and independently. • Take ownership and accountability of your work on a daily basis, managing customer expectations effectively. • Work with other members of the team to eliminate process waste that does not add value to the borrower or the business. • Support other areas of the business if required, expanding your knowledge in the consumer lending sector. • Identify problems that may arise and suggest solutions proactively. • Contribute regularly to improve processes and ensure they remain up to date. • Provide clear and concise rationale for any proposed changes to workflows.

Abound is one of the most exciting fintech stories in the UK right now. In just five years, the co-founders have built a profitable, fast-growing lending platform that was named the UK's number one fastest-growing tech company by The Sunday Times in 2026, with nearly 500% annual revenue growth. The company generated £69 million in revenue and £9 million in profit before tax in 2024, which is remarkable given that, among the top 15 high-growth UK companies tracked by Sifted, Abound was the only profitable one. They have secured £2.2 billion in lending capacity from Citi, Deutsche Bank, Waterfall, and others, and have been listed among the top 250 global fintechs by CNBC. What makes Abound especially interesting as a place to work is the leadership pedigree: Gerald Chappell was previously a Partner at McKinsey and EY, where he led digital lending and credit analytics solutions globally, while Dr Michelle He was a Director at EY with a PhD in machine learning. The broader leadership team brings experience from Goldman Sachs, Citi, Airbnb, and other major institutions. The UK Glassdoor entity sits at 4.6/5, with every single employee recommending it to a friend. What comes through in reviews is the flat structure, data-driven culture, quick career progression, and the chance to learn directly from seriously experienced leaders. Everyone gets equity ownership, a 30-day paid sabbatical after 4 years, a free WellHub membership, and plenty of team socials. A couple of things worth knowing: some Glassdoor reviews flag high targets and performance pressure, and Abound runs a hybrid model from its London offices rather than being fully remote. That said, if you want to be part of a profitable, rapidly scaling UK fintech where your work has a real impact on making credit fairer for millions of people, Abound is a brilliant place to do it.

• Receive equity ownership in the company. • Work hybrid with 3 days a week in the Milton Keynes office. • Receive 25 days holiday a year plus 8 bank holidays. • Take 2 paid volunteering days per year. • Receive one month paid sabbatical after 4 years. • Access an employee loan benefit. • Receive free gym membership through WellHub. • Enjoy a team wellness budget for group activities. • Earn a monthly performance bonus of up to 20%.

Abound is redefining consumer lending in the UK and beyond using advanced AI and Open Banking data to make fair, affordable personal finance available to more people. Rather than relying almost entirely on credit scores, Abound looks at the full financial picture to build a deeper understanding of each customer's situation. Having issued over £1.3bn in loans directly to customers with market-leading credit performance, the company reached profitability just 2.5 years after launch. Backed by £2bn+ of funding from investors including Citi, GSR Ventures, and Deutsche Bank, Abound is recognised as one of Europe's fastest-growing fintechs.