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Shieldpay • London, United Kingdom

Customer Operations Analyst

3 days/week at home

A little flex time

Apply now

Job Description

The opportunity

We are seeking an analytical, proactive individual with exceptional attention to detail and a continuous improvement mindset to fill the role of Customer Operations Analyst in our dynamic fintech environment. This hybrid role will report to the Customer Operations Lead, fostering collaboration between customer-centric and transaction-focused teams.

What you’ll be doing

  • Ensuring seamless end-to-end operational experiences for customers, managing day-to-day queries and transaction execution.
  • Collaborating with internal teams such as, Compliance, Financial Crime Operations, and Sales to optimise processes and ensure compliance with regulatory requirements.
  • Identifying gaps or inefficiencies in processes related to both customer operations and transaction execution and driving initiatives for improvement.
  • Handling customer interactions, including complaints, with a focus on prompt resolution and exceptional service delivery.
  • Managing the safeguarding controls for client money protections, ensuring compliance with regulatory responsibilities.
  • Developing and maintaining robust process documentation, including escalation procedures, to support efficient operations and mitigate risks.
  • Building strong relationships with internal and external stakeholders, including technology providers, to leverage tools and solutions for process automation and scalability.

What we're looking for in you

  • Passion for delivering outstanding customer experiences and user-centric solutions.
  • Previous experience in both customer operations and transaction processing within the legal and/or payments industry.
  • Strong communication skills and the ability to collaborate effectively in a fast paced, collaborative environment.
  • Proven track record of driving process improvements and transforming operations through automation and efficiency enhancements.
  • High attention to detail and a meticulous approach to ensuring accuracy and compliance.
  • Enthusiasm for working in a highly controlled and regulated environment, with a focus on continuous learning and skill development.
  • Interest in banking/finance, technology, and process optimisation.

Our promise

Shieldpay is an equal opportunities employer. For Shieldpay building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.

Company benefits

Flexible working week
Open to compressed hours
Open to part-time employees
Mental health days
Unlimited annual leave
Enhanced maternity leave
Enhanced paternity leave
Cycle to work scheme
Annual pay rises
Share options
Matched pension contribution
Life assurance
Personal development budgets
Employee assistance programme
Mental health platform access
Dental coverage
Health insurance
Adoption leave
Work from home allowance
Open to part time work for some roles
Season ticket loan
Shared parental leave
Fully stocked snack cupboard
Teambuilding days
L&D budget
Lunch and learns
Employees are very happy with their working location freedom
Employees are very happy with the flexibility in the hours they work
Employees are very happy with the benefits their company offers
Work-life balance
Employees feel that they can find the perfect balance of life and work
Role modelling
Employees feel that flexible working is part of the culture
Employees feel they have complete autonomy over getting their work done

Working at Shieldpay

Company employees


Gender diversity (male:female:non-binary)


Office locations

Fleet Street, London

Funding levels


Hiring Countries

United Kingdom

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024
3rd – Finance & Insurance

3rd – Finance & Insurance

Industry awards 2023

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