---
title: 'Customer Service Specialist at Abound'
canonical: 'https://feeny.ai/job/customer-service-specialist-abound-milton-keynes-vv9d3ka5msgb'
type: 'job'
last_seen: '2026-09-06'
---

# Customer Service Specialist at Abound

- **Company:** Abound
- **Location:** Milton Keynes, United Kingdom
- **Compensation:** £30k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-07-07
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/abound/448f487b-35c9-4fa9-9fc4-4f7e4ad8cb81

## Job description

## About Abound

We’re redefining consumer lending in the UK, and beyond. Using advanced AI and Open Banking data, we make fair, affordable personal finance available to more people. While traditional lenders rely almost entirely on credit scores, we look at the full financial picture - how much you spend, and what you can afford to repay to build a deeper, more accurate understanding of each customer's unique financial situation.

And we've shown it works at scale. We’ve issued over £1.3bn in loans directly to customers while delivering market-leading credit performance - for every 10 defaults the industry expects, we see only 3. We also reached profitability just 2.5 years after launch.

Backed by £2bn+ of funding from top-tier investors including Citi, GSR Ventures, and Deutsche Bank, we’re recognised as one of Europe’s fastest-growing fintechs (Sifted, CNBC). Now, we’re expanding into new markets and product lines - and we’re looking for ambitious people who want to learn fast, take ownership, and grow with us.

What you'll be doing:

The operations team support our customers throughout the entire customer journey, assisting with queries as they apply for a loan all the way to arranging a suitable repayment plan should they fall into financial difficulty. As a Customer Service Specialist you'll be expected to offer exceptional service at all times and provide tailored support to our customers, if and when they need it.

At Abound we put our customers at the heart of what we do so it’s important that you do too. We're looking for individuals who consistently go the extra mile, exhibit strong work ethic, and treat colleagues and customers respectfully. You’ll work from our Central Milton Keynes office 3 days a week with the ability to work from home for the remaining two.

## Who you are

- Extensive customer service experience within financial services (preferably personal loans but any lending experience would be considered).
- In depth knowledge and awareness of the financial services industry and regulations. E.g. FCA Guidelines, experience of KYC/TCF principles.
- The ability to handle and resolve complex customer queries and complaints efficiently and independently.
- Strong attention to detail with a high regard for accuracy.
- Ability to work confidently individually or as part of a team, you’ll be self-motivated, being able to  recognise your own strengths and weaknesses, being committed to your own personal development and actively seeking opportunities to maximise contribution.
- A proactive mindset, with the ability to identify problems that may arise and suggest solutions.
- Excellent communication skills whilst liaising with colleagues and other areas of the business.
- Exceptional customer service skills being able to listen, communicate effectively and manage expectations. You’ll be expected to take ownership and accountability of your work on a daily basis.
- Communicate with customers through multiple channels at one time.
- Be results driven and have the ability to work well under pressure.
- You should possess the ability to be flexible, being able to adapt quickly to changing requirements and business demands.
- The ability to work with other members of the team to eliminate process waste which does not add value to the borrower or the business and provide clear and concise rationale for the changes.
- The desire to progress and development their skill set. Joining a FinTech startup is a fantastic opportunity to showcase your expertise. The success of the business relies directly on your actions.
- Experience working with vulnerable customers, complaints and financial difficulty.

What skills you'll need

- Minimum 2 years customer service experience in financial services.
- Experience of handling customer queries and providing an exceptional level of service.
- Excellent communication skills with the ability handle difficult conversations if required.
- Innovative and creating thinking, you’ll be expected to solve problems and think analytically.
- Strong self-management skills – use your own initiative, be flexible and open to any changes whilst working in a fast paced environment.
- Contribute regularly to improve processes and ensure they remain up to date.
- Good standard of education including excellent computer literacy skills.
- Experience logging, investigating and resolving complaints.
- You may be expected to support other areas if the business if required, this is a good opportunity to expand your knowledge in the consumer lending sector.
- Multi-channel experience is preferred, telephony and email communication experience is essential.

## What we offer

- Everyone owns a piece of the company - equity
- Hybrid with 3 days a week in the office
- 25 days’ holiday a year, plus 8 bank holidays
- 2 paid volunteering days per year
- One month paid sabbatical after 4 years
- Employee loan
- Free gym membership through WellHub
- Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering

## About Abound

## Company Overview
- **One-liner**: Abound uses AI and Open Banking to provide fair, affordable personal loans to consumers and a white-label lending platform for businesses.
- **Entity Type**: Private (Debt‑funded)
- **Headquarters**: London, England (Commodity Quay, London E1W 1AZ)
- **Founded**: 2021 (launched March 2021)
- **Founders**: Dr. Michelle He (CEO) and Gerald Chappell (COO) – [getabound.com/company/what-we-do](https://www.getabound.com/company/what-we-do)

## Core Business
- **Primary industry**: Consumer lending / Fintech / Lending‑as‑a‑Service
- **Target customers**: B2C (UK individuals seeking loans up to £20k) and B2B (businesses wanting to launch or scale lending products)
- **Mission / purpose**: “Making borrowing fairer for consumers and smarter for lenders.” – [getabound.com](https://www.getabound.com/)

## Products & Services
- **Abound Personal Loans** (B2C): Fast, flexible loans of up to £20,000 with same‑day decisions. Uses Open Banking and AI to assess affordability beyond traditional credit scores.
- **Abound Lending Platform** (B2B): A modular platform that powers underwriting, origination, and collections for partners. Enables faster, lower‑risk lending with AI‑driven risk models.

## Market Standing
- **Valuation / Market Cap**: Not disclosed
- **Key Metric**: Total loan originations over **£1.5 billion** (since launch) – [getabound.com/company/what-we-do](https://www.getabound.com/company/what-we-do)
- **Lending capacity**: £2.2 billion
- **Notable Investors / Partners**: Loan‑book financing secured from **Citi, Deutsche Bank, Waterfall** and others. Over **15 partners** using the platform.
- **Growth Signals**: Monthly originations at a significant run rate; “Excellent” rating on Trustpilot; expanding into car finance (open role for Lead Product Manager – Car Finance); offices in London, Milton Keynes, Shenzhen, and Madrid.

## Competitive Advantages
- **AI‑powered underwriting** that integrates Open Banking data, delivering **50–70% lower default rates** vs. market benchmarks.
- **Full‑stack lending platform** that serves both consumers and enterprise partners, creating a network effect.
- **Strong debt‑financing partnerships** with global banks, providing capital to scale rapidly.

## Strategic Focus
- **Platform expansion**: Growing the B2B lending‑as‑a‑service business (15+ partners) and entering new product verticals (e.g., car finance).
- **International presence**: Offices in Shenzhen (China) and Madrid (Spain) suggest global ambitions.
- **Continuous AI innovation**: Investing in risk modeling and data science to maintain credit performance edge.

## Why Work Here
- **Equity ownership**: Everyone owns a piece of the company through equity.
- **Benefits**:
  - 30‑day paid sabbatical after every 4 years of service.
  - Skills growth budget (e.g., learning new programming languages, communication skills).
  - Free WellHub membership for physical and mental wellbeing.
  - Free breakfast and snacks in the office; lunch on us every Friday.
  - Employee loan of up to £10,000 (subject to circumstances).
  - Wellness budget for team‑chosen activities (running club, rugby team, etc.).
  - Regular team lunches and social events.
- **Culture**: Customer‑first, move fast but thoughtfully, embrace uncertainty, win as a team, and “all owners” mentality.
- **Offices**: London (primary), Milton Keynes, Shenzhen, Madrid. Hybrid policy not explicitly stated but multiple office locations suggest flexibility.
- **Engineering culture**: Heavy investment in AI, data science, and Python; senior engineering roles advertised across locations.

## Sources
1. [getabound.com – Careers](https://www.getabound.com/company/careers)
2. [getabound.com – What we do](https://www.getabound.com/company/what-we-do)
3. [getabound.com – Homepage](https://www.getabound.com/)
4. [getabound.com – Open roles](https://www.getabound.com/company/careers/open-roles)
5. [uk.linkedin.com – Abound](https://uk.linkedin.com/company/getabound)

## Other roles at Abound

- [Credit Underwriter / Analista de Riesgo Crediticio](https://feeny.ai/job/credit-underwriter-analista-de-riesgo-crediticio-abound-madrid-z6c9mexdmscn) — Madrid, Spain
- [Chief of Staff to CTO](https://feeny.ai/job/chief-of-staff-to-cto-abound-london-xgmt2b0yb6pv) — London, United Kingdom
- [Second Charge Mortgage Underwriter](https://feeny.ai/job/second-charge-mortgage-underwriter-abound-london-e2v17p7qjnte) — London, United Kingdom
- [Underwriter](https://feeny.ai/job/underwriter-abound-london-6bz13cfzwed5) — London, United Kingdom
- [Lead Software Engineer](https://feeny.ai/job/lead-software-engineer-abound-madrid-a19hhd5yp022) — Madrid, Spain
- [Compliance Officer](https://feeny.ai/job/compliance-officer-abound-london-42hmzg5mjwm8) — London, United Kingdom
- [Graduate AI Engineer](https://feeny.ai/job/graduate-ai-engineer-abound-london-wy7bzy1qc5mz) — London, United Kingdom
- [AI Engineer](https://feeny.ai/job/ai-engineer-abound-london-kxe9dz85hkqa) — London, United Kingdom
- [Capital Markets Manager](https://feeny.ai/job/capital-markets-manager-abound-london-jgzr1bd1fvs6) — London, United Kingdom
- [Graduate Software Engineer](https://feeny.ai/job/graduate-software-engineer-abound-london-sq8h69e4ztjz) — London, United Kingdom