Operations Customer Expert (M / F)

Location : Lisbon, Portugal

Contract : Full-time (40h / week, rotating shifts, 24 / 7 schedule)

About the Project

We are partnering with a leading digital bank from the UK that is transforming how people manage their finances. Known for its innovation, transparency, and customer-first approach, this bank has quickly become a reference for a new generation that values smart and accessible banking.

Join our team in Lisbon and help shape the future of digital banking!

Your Role

As an Operations Customer Expert , you will support English-speaking customers via phone, email, and chat. Youll ensure a seamless experience, resolving enquiries with professionalism, empathy, and efficiency.

Main responsibilities :

Delivering first-contact resolution for a wide range of banking-related queries.

Managing cases end-to-end, including complex disputes and complaints.

Supporting fraud prevention and investigation processes.

Identifying and assisting vulnerable customers.

Sharing best practices with peers to continuously improve the customer journey.

Adapting to new tools and evolving business needs.

What Were Looking For

Fluency in English (C1) with a clear Irish accent both written and spoken.

Mandatory : Valid residence permit in Portugal that allows you to work legally.

Experience : Minimum 1 year in Customer Service or BFSI (Banking, Financial Services, Insurance) in Ireland.

Strong communication, empathy, and problem-solving skills.

Ability to make decisions on complex cases with fairness and resilience.

Adaptability to work in a dynamic, multicultural environment.

What We Offer

Base Salary  + holiday and Christmas allowances paid monthly.

Meal Allowance  (meal card, tax-free).

Performance Bonus.

• Health & Dental Insurance after contract signature.

22 vacation days per year under Portuguese law.

Paid training with certification upon successful completion.

Modern workplace in Lisbon.

Work Schedule

24 / 7 availability with rotational shifts.

40h per week (8h / day + 1h lunch break).

Flexibility to work weekends and public holidays (with compensatory days off).

Why Apply?

Be part of a fast-growing international project in the financial services sector.

Join a multicultural and dynamic team in Lisbon.

Develop a long-term career in a future-proof industry.

Ready to take on this challenge?

Apply today and help shape the future of digital banking!