AM to PM at TM: Anya McLoughlin

As part of our series, AM to PM at TM, we’re speaking with Anya McLoughlin, Customer Operations Team Lead, about the team and the vital role it plays at the company.

I started as a Customer Operations (COps) rep at TotallyMoney in September 2020. At that point, I didn’t really know much about credit or how it works! From day one, this feeling disappeared — I learnt so much during the onboarding process about customer needs and the major part we play in improving customer experience. 

I also joined remotely, which was definitely a new experience. But, I felt part of the TotallyMoney family very quickly thanks to virtual socials, coffee chats and regular check-ins with the team. 

When we finally got to meet, it felt like I’d already known everyone for ages, which was really nice considering we’d never met in person.  

No two days are the same. Each day, we speak to new customers and strive to find new ways to help them. The work we do in Customer Operations is rewarding, diverse and valued at the company! 

As a customer-first company, COps work with every department from marketing to legal & compliance, commercial and design. I’ve loved this side of the role, as it means I can get involved in cross-departmental projects and champion the customer across the business.  

This allows us to make a real difference to our customers, helping them build financial momentum. In parallel to this, we feed customer insights through to other departments, so they can be used to improve the user experience. It also means everyone at TotallyMoney feels close to the customers, which is crucial for a customer-first business.

As part of this, I’ve recently worked on a project with the product design team, to make changes to our Score Analysis page. This meant we improved our product as a direct result of customer feedback. To make sure customers were happy with the change, we highlighted it in a mass email and did a reach out to customers who had previously contacted us about the issue. We’ve had nothing but positive feedback from customers —  it was really rewarding to see customer feedback be directly translated into the product.

In terms of recognition, customers have rated us as one of the top free credit providers on TrustPilot, which we’re very proud of. The challenge now is maintaining that! We've also recently received industry recognition, being highly commended at the UK Customer Service Excellence Awards for Contact Support Centre Team of the Year.

I see COps continuing to grow and work relentlessly to improve the customer experience! We’ve recently expanded the team, so we can take on more projects and give even more to our customers. All this feeds into us wanting to become an industry-leading team, be it for our servicing strengths or vulnerability strategy!