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Customer Operations Manager

full-time Blenheim Chalcot Group London


Here at Blenheim Chalcot, we build digital business that transform industries and we’re excited to be building a brand new FinTech business in the mortgage space.

We’ve partnered with a FTSE250 business to disrupt the existing industry and make the experience of securing a mortgage better and more empowering for people. Through the combination of our partner’s deep sector knowledge, the significant funding already raised into the business and our track record as the UK’s largest digital venture builder, we’re confident we have the makings of something truly game-changing.

As we approach the launch of this business, we’re looking to hire fantastic talent to join our growing team. The atmosphere is one of a true start-up; the pace is fast, expectations are high and candidates have the opportunity to apply their experience and make a huge impact on our success.

You’ll be surrounded by a diverse team of highly impressive employees handpicked and led by Dan Cobley, former Google UK & Ireland MD. The team includes world class designers, developers, data scientists, financial services experts and business builders from successful start-ups and huge corporates such as Deloitte, Capital One and Procter & Gamble.

Dan has been with Blenheim Chalcot since 2014 as Managing Partner for FinTech - a sector where we have pioneered innovation in personal finance, consumer and B2B lending and payments with businesses such as Clearscore, SalaryFinance, Liberis and Modular.

Blenheim Chalcot was founded in 1998, has over 3,000 employees and our portfolio of over 40 companies has sales of over £300m.


We're looking for an experienced Customer Operations Manager who is motivated to join an innovative, forward-thinking start-up and take on the challenge of setting us up for success with this new venture!

In this role you'd oversee the team of Mortgage Advisers and Customer Support Specialists who will provide advice to our customers. In lne with our goal to be truly customer centric and empower customers, our expectations for customer experience are high and we'd expect the individual in this role to drive our processes, use of systems and strategy in this space to achieve as much as we possibly can. In practice, this means that;

  • We want someone to manage the team to provide an excellent experience and be sufficiently empowered, engaged, knowledgeable, supported and trained for that to be possible
  • We want someone to champion the customer passionately - spotting opportunities, escalating issues, chasing down problems until they're resolved
  • We want someone who has a natural flair for innovation and process improvement and will collaborate with the team here to implement changes that benefit our customers and business
  • We want to ensure management of this function is commercially strong - which means we want data to be utilised well to forecast demand across channels, provide adequate coverage, promote automation/self-service options for customers wherever possible and appropriate
  • We want someone who's ready to grow and scale up a function with us - ideally you'll have experienced fast growth before to be able to take this in your stride!
  • We want to see clear targets from this hire, and great quality reporting on them


  • 3+ years in a customer services/call centre environment - preferably a start-up setting, or with a high growth organisation
  • Passion for exceptional customer service
  • Great people skills - both in developing, inspiring and nurturing your team and in partnering well with other functions
  • A track record in process improvement, ideally to drive innovation/customer focused change
  • Commercial awareness and ability to work well with data to manage a customer services function effeciently
  • Comfort with technology and ability to learn quickly, if you have any experience with ZenDesk that will be a huge plus too!
  • Drive for results, ability to set appropriate targets, report on them, then independently and pro-actively identify means to improve
  • A strong fit for our culture in terms of being able to communicate concisely and efficiently, working well in a very agile and fast moving environment, working well with ambiguity/without lots of structure and guidance, thriving on (rather than being intimidated by high levels of responsibility and autonomy)
  • Preferably a bachelor's degree in a business related subject from a great university


A career at a Blenheim Chalcot isn’t like any other career. You’ll be joining a network of people working together to make a difference in their industries. Venture building is challenging: it’s fast-paced, fluid and there’s nowhere to hide. So we expect a lot from our people. In return we give them the opportunity to make a real impact and take a leading role in growing our ventures. We’re proud of the community of brilliant people we’re building; we believe it’s our strongest asset. If you want to be part of it and are up for the challenge, we’d love to hear from you.


Our culture is inclusive, modern, friendly, smart and innovative – we seek to employ bright, positive thinking self-starters with a can-do attitude. Our people enjoy challenging themselves to be the best at what they do – if that sounds like you, you’ll fit right in!

Our London team is located in One Hammersmith Broadway, a modern, five-storey building which hosts a hotbed of innovation-focused, high-growth companies – all backed by the Blenheim Chalcot group, leading active investors with annual sales of over £300M.


We will offer; competitive salary, private healthcare, pension scheme, 25 days holiday (plus bank holidays), a heavily subsidised cafe, great socil events such as bouldering and the escape rooms and a generous training budget.

published: Oct. 30, 2017

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