Remote Customer Operations Contact Centre Advisor – Banking Customer Support & Financial Crime Investigation (UK Home-Based)

Join arenaflex: Where Compassion Meets Innovation in Digital Banking

Are you a natural problem solver who genuinely cares about helping people? Do you thrive in fast-paced environments where no two conversations are the same? arenaflex is searching for dedicated, empathetic, and detail-oriented professionals to join our award-winning remote Customer Operations team. As a Contact Centre Advisor, you will become the voice and heart of arenaflex, serving as the first point of contact for hundreds of thousands of customers who rely on us to manage their money with confidence and peace of mind.

At arenaflex, we have reimagined what banking can be. Our smartphone-based platform empowers customers to take full control of their finances, but we know that technology alone is not enough. Behind every feature, every transaction, and every notification stands a real person ready to listen, support, and resolve. That person could be you.

Our mission is to make money work for everyone, and we are committed to delivering world-class support that goes far beyond answering questions. We believe that by solving problems quickly, treating customers fairly, and operating with complete transparency, we can transform the banking experience for millions of people across the United Kingdom and beyond.

About the Customer Operations Team at arenaflex

The Customer Operations (COps) division is the heartbeat of arenaflex. Every advisor on our team plays a vital role in shaping how customers perceive and interact with our brand. Whether a customer reaches out by phone, email, social media, or in-app chat, you will be the friendly, knowledgeable professional who guides them toward resolution.

Our advisors do not simply follow scripts or transfer calls. You will be empowered to solve problems on the spot, investigate the root cause of issues, and ensure that similar problems do not happen again. We invest heavily in training and development, equipping you with deep knowledge of how payment systems actually work, so you can confidently address everything from a missing Direct Debit to a complex scam investigation.

Key Responsibilities of the Contact Centre Advisor Role

As a Remote Contact Centre Advisor at arenaflex, your day will be dynamic, rewarding, and occasionally challenging. Your core responsibilities will include:

• Delivering Outstanding Customer Support: Engaging directly and honestly with customers across multiple channels, including telephone, email, social media platforms, and in-app chat. You will develop a deep understanding of what our community truly wants from a digital bank and use that insight to continuously improve the customer experience.
• Solving Problems on the Spot: Taking ownership of customer issues from the first point of contact through to resolution. You will listen with empathy, patience, and positivity, then use the tools and training provided to fix problems quickly and effectively.
• Identifying Patterns and Proposing Improvements: Proactively spotting recurring frustrations or emerging trends in customer feedback. You will share these observations with relevant teams, helping arenaflex refine our processes, enhance our products, and build features that genuinely delight our users.
• Supporting Vulnerable Customers: Recognising when customers may be in vulnerable situations and taking thoughtful, appropriate steps to ensure they receive the care and assistance they need. This is one of the most meaningful aspects of the role.
• Collaborating with the Financial Crime Team: Acting as a first line of defence in identifying and investigating suspicious activity. This includes examining payments made on stolen cards, researching potential scam websites, and working closely with specialists to protect our customers from fraud.
• Investigating Complex Payment Queries: Handling tricky payments-related questions, tracing missing transfers, resolving Direct Debit issues, and supporting customers who are in the process of switching their banking to arenaflex.
• Escalating Feedback and Complaints: Prioritising and routing customer feedback, feature requests, and formal complaints to the appropriate teams. You will ensure that every customer feels heard, respected, and fairly treated throughout the process.
• Mentoring and Supporting Teammates: Serving as a point of escalation for fellow advisors and providing guidance to new joiners as they settle into the team. You will help foster a culture of collaboration, learning, and customer obsession.
• Specialist Rotation Opportunities: Once you are fully comfortable in your core role, you will have the opportunity to expand your expertise by spending time with specialist teams, such as social media support or the Financial Crime unit.

Essential Requirements and Qualifications

To succeed as a Contact Centre Advisor at arenaflex, you will need to meet the following criteria:

• You are a UK resident currently living in the United Kingdom.
• You have the legal right to work in the UK. (An offer of employment is subject to satisfactory proof of this.)
• You are over 18 years of age.
• You care deeply about creating exceptional experiences for customers.
• You possess excellent written and verbal communication skills, with flawless written English.
• You are highly comfortable using a laptop and navigating digital tools. (An Apple MacBook will be provided by arenaflex.)
• You take genuine delight in investigating awkward problems, identifying root causes, and implementing effective solutions.
• You are familiar with social networks and have a natural curiosity for technology.
• You are friendly, approachable, and exceptionally well organised.
• You have not applied and been unsuccessful for this role at arenaflex within the last six months.

Remote Working Requirements

As this is a fully remote position, you will need:

• A safe, private, and distraction-free home working environment in the UK.
• A reliable internet connection with a minimum download speed of 10 Mbps and upload speed of 3 Mbps.
• A personal smartphone, which will be required each time you log into our customer support system for security verification purposes.

Please note that you will be working on an open availability contract basis. This means your shift pattern will change weekly to ensure arenaflex can provide 24/7 customer support across all channels. To maintain weekend coverage, you will work some weekend days and receive corresponding days off within the same working week. All full-time advisors are guaranteed at least one full weekend off each month.

Training and Onboarding

Your journey with arenaflex begins with a comprehensive five-week remote training programme, delivered Monday to Friday between 09:00 and 18:00. During this time, you will learn everything you need to know about our products, payment systems, customer service philosophy, and the tools you will use every day. Our training is interactive, supportive, and designed to set you up for long-term success.

Compensation and Benefits

arenaflex believes in rewarding talent generously. The starting salary for this role is £20,500, plus an extensive range of benefits designed to support your wellbeing, growth, and financial future. All permanent team members at arenaflex receive share options as part of their overall package, giving you a genuine stake in the company’s success. Additional benefits include a generous holiday allowance, pension contributions, wellbeing support, and exclusive perks that you can explore on our careers website.

Career Growth and Development Opportunities

Joining arenaflex as a Contact Centre Advisor is just the beginning. We are passionate about developing talent from within, and many of our senior leaders started their careers in customer operations. As you gain experience, you will have opportunities to:

• Specialise in areas such as Financial Crime, Social Media Support, or Quality Assurance.
• Progress into mentoring, coaching, or team leadership roles.
• Contribute to cross-functional projects with teams across Product, Engineering, and Operations.
• Access continuous learning resources, workshops, and professional development programmes.

Our Culture and Values

At arenaflex, we are building more than a bank. We are building a community of people who care deeply about doing the right thing. Our culture is built on transparency, fairness, empathy, and a relentless focus on the customer. We celebrate diversity in all its forms and believe that a team representing a wide range of backgrounds and experiences is essential to solving problems for customers around the world. If you want to be part of a movement that is reshaping the future of finance, arenaflex is the place for you.

The Application Process

We want to make our application process as clear and supportive as possible. Please allow between one and two hours to complete your application. A high level of attention to detail in your written communication is essential, as this is a key skill for success in the Contact Centre Advisor role. When answering the “tell us about a time when…” questions, please provide specific, tangible examples that demonstrate your experience. The scenario-based questions are designed to assess your analytical problem-solving skills and your ability to balance logical thinking with empathy and customer centricity.

You will be asked to submit your CV along with your application answers. A cover letter is not required. If your application is successful, you will be invited to a remote assessment day, which includes one-on-one interviews conducted via Google Hangout. From there, the final stage is an offer to join our growing team at arenaflex on a mission to make money work for everyone.

Apply Today and Shape the Future of Banking

If you are passionate about helping people, love solving problems, and want to build a career with a company that truly values its customers and its team, we would love to hear from you. arenaflex is an equal opportunities employer, and we welcome applications from candidates of all backgrounds, identities, and experiences. Take the next step in your career and apply today to become part of a team that is changing the world of finance, one conversation at a time.