Creditspring

Creditspring

Culture Playbook

Culture Playbook

INTERACTIVE TIMELINE

Mission & values

At Creditspring, culture is more than good vibes or values pinned to a wall… it’s shaped by the everyday behaviours, decisions, and ways of working that define how we get things done.

This playbook is here to help you understand who we are, what we stand for and how we work together. It’s a practical guide to our values and behaviours, and how we bring them to life day-to-day.

Whether you’re new to the team or have been here a while, this is your go-to for what makes our culture unique. It’s not about rules, but shared principles that help us do great work together as we grow.

Our mission: to change the way people deal with unexpected finances.

Our mission is to empower over 2 million people in the next five years to achieve financial stability, without the stress.

Creditspring is the UK’s leader in Subscription Finance, a growing new category in lending. We support lower-income and financially excluded individuals in rebuilding their financial foundations and guiding them towards long-term financial freedom.

Our values shape how we work, make decisions and grow as a team.

They guide our everyday actions and help us build a company we’re genuinely proud of.

Work together

We collaborate, share ideas openly and respect each other’s opinions to get the best collective results for the team

Example Behaviours:
Foster collaboration by openly sharing your progress, updates and challenges, ensuring the team move forward together.

  • Seek out and genuinely consider diverse perspectives before making decisions.

  • Give credit where it’s due and celebrate team wins together.

  • We seek to support each other when workload or deadlines require it.

  • Engage fully when speaking with others by listening with curiosity and respect, valuing each person’s ideas before sharing your own.

Do the right thing

We hold ourselves accountable and always strive to do what’s right for our members and our team.

Example Behaviours:
Speak up when something feels unethical, unclear or inconsistent with our mission or values.

  • Admit mistakes quickly, take ownership and work to resolve them.

  • Prioritise members’ best interests, even if it requires extra effort, to deliver great customer outcomes.

  • If you make a commitment, follow through and deliver.

  • Treat everybody with fairness and respect.

Love what we do

We stand by our work and are passionate about the problems we are solving

Example Behaviours:
• Approach changes and challenges with curiosity and enthusiasm.

  • Take pride in the work do.

  • Share experiences and achievements that connect to our mission.

  • Actively seek opportunities to learn and develop.

  • Create an environment where everyone feels valued.

Don’t settle

We always strive for excellence, continuously pushing to improve

Example Behaviours:
• Challenge the status quo.

  • Hold ourselves and each other to high standards.

  • Create space for honest conversations, feedback and new ideas.

  • Be ambitious in what we do.

  • Stay informed about new trends and best practice to drive innovation.

Take smart risks

We assess risks and make smart decisions every day.

Example Behaviours:
• We make informed data led decisions.

Approach challenges and new ideas with an open mind.

  • Learn from both successes and failures, adjusting quickly when things don’t work.

  • View setbacks as opportunities to learn and improve.

  • We anticipate potential challenges and take action to avoid them.

Pull up a chair.
Neil’s expecting you.

Our values shape your journey from day one. Every candidate has a values interview, and once you join, you’ll sit down with Neil to see how those values guide our decisions and the culture we’re building.

People & teams

Our people

Our people are at the heart of everything we do. We believe a great workplace is one where everyone feels valued, supported and inspired to do their best work. That's why we're always working to make Creditspring a place where people can thrive, through competitive benefits and a healthy work-life balance.

Our team is based across London, Bengaluru and beyond, with some Springmates working remotely from countries like South Africa, Portugal and Canada. We speak over 40 languages and represent more than 24 nationalities and that diversity is one of our biggest strengths.

Working with people from different walks of life helps us think differently, challenge assumptions and build better outcomes for our members. It is what drives a culture of learning, creativity and continuous growth.

None of it would be possible without our brilliant team of Springmates.

Our teams

Every department at Creditspring plays a big part in bringing our mission to life. From building products to supporting members, everyone helps shape what we do and how we grow.

Our Springmates bring a mix of skills, experience and energy to their teams, helping us support our members and keep the business moving forward. Take a look below to see what each team is here to do and the mission that drives their work.

Engineering

Leverage the Business through technology 🛠  Maintenance of Website, Frontoffice, Backoffice proprietary web based applications. 🛠 Coordinating the project management pipeline to make sure projects cost/benefits are captured and projects stay within the agreed scope and effort. 🛠  Monitor system performance and fix as appropriate. 🛠 Monitor key partners uptime and handle any internal consequences if they are not. 🛠  Collect bugs reported, coordinate the resolution approach and if agreed implement it.

Engineering

Leverage the Business through technology 🛠  Maintenance of Website, Frontoffice, Backoffice proprietary web based applications. 🛠 Coordinating the project management pipeline to make sure projects cost/benefits are captured and projects stay within the agreed scope and effort. 🛠  Monitor system performance and fix as appropriate. 🛠 Monitor key partners uptime and handle any internal consequences if they are not. 🛠  Collect bugs reported, coordinate the resolution approach and if agreed implement it.

Engineering

Leverage the Business through technology 🛠  Maintenance of Website, Frontoffice, Backoffice proprietary web based applications. 🛠 Coordinating the project management pipeline to make sure projects cost/benefits are captured and projects stay within the agreed scope and effort. 🛠  Monitor system performance and fix as appropriate. 🛠 Monitor key partners uptime and handle any internal consequences if they are not. 🛠  Collect bugs reported, coordinate the resolution approach and if agreed implement it.

Marketing

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Marketing

To draw a Frame, click on Layout in the Toolbar, then select Frame. Now, you can click and drag anywhere on the Canvas.

Marketing

To draw a Frame, click on Layout in the Toolbar, then select Frame. Now, you can click and drag anywhere on the Canvas.

Product

Defines and shapes the product development strategy, ensuring alignment with business goals and end-user needs. 🗺️ Defining, communicating and maintaining the product strategy and product vision, ensuring it aligns with overall business objectives. 🗺️ Responsible for creating and maintaining the product roadmap. 🗺️ User Research and Validation - understanding customer pain points, conducting user research, and validating product ideas. 🗺️ Monitors and owns product and features performance, KPIs, user interactions across all user journeys. Supports Data and other teams to define long and short term monitoring over any implementation that has an impact on the user experience. 🗺️ Owns and manages any user facing implementation, front-office and back-office that touch the user experience, and experiments that impact any user’s touchpoint 🗺️ Gathers input from stakeholders to ensure cross-functional alignment. We facilitate open communication, incorporate feedback into product decisions, and ensure that all teams are aligned with product goals and priorities.

Product

Defines and shapes the product development strategy, ensuring alignment with business goals and end-user needs. 🗺️ Defining, communicating and maintaining the product strategy and product vision, ensuring it aligns with overall business objectives. 🗺️ Responsible for creating and maintaining the product roadmap. 🗺️ User Research and Validation - understanding customer pain points, conducting user research, and validating product ideas. 🗺️ Monitors and owns product and features performance, KPIs, user interactions across all user journeys. Supports Data and other teams to define long and short term monitoring over any implementation that has an impact on the user experience. 🗺️ Owns and manages any user facing implementation, front-office and back-office that touch the user experience, and experiments that impact any user’s touchpoint 🗺️ Gathers input from stakeholders to ensure cross-functional alignment. We facilitate open communication, incorporate feedback into product decisions, and ensure that all teams are aligned with product goals and priorities.

Product

Defines and shapes the product development strategy, ensuring alignment with business goals and end-user needs. 🗺️ Defining, communicating and maintaining the product strategy and product vision, ensuring it aligns with overall business objectives. 🗺️ Responsible for creating and maintaining the product roadmap. 🗺️ User Research and Validation - understanding customer pain points, conducting user research, and validating product ideas. 🗺️ Monitors and owns product and features performance, KPIs, user interactions across all user journeys. Supports Data and other teams to define long and short term monitoring over any implementation that has an impact on the user experience. 🗺️ Owns and manages any user facing implementation, front-office and back-office that touch the user experience, and experiments that impact any user’s touchpoint 🗺️ Gathers input from stakeholders to ensure cross-functional alignment. We facilitate open communication, incorporate feedback into product decisions, and ensure that all teams are aligned with product goals and priorities.

Design

We employ human-centred design principles to create user-friendly, visually engaging, and efficient interfaces. We design brand assets strategically to impact both conversions and customer experiences positively. 🎨 Develop user-friendly and visually appealing interfaces that enhance overall user experience. 🎨 Apply human-centered design principles to ensure designs are empathetic and responsive to user needs. 🎨 Collaborate with cross-functional teams to gather requirements and translate them into effective design solutions. 🎨 Create and maintain design assets, style guides, and documentation for consistent implementation. 🎨 Work closely with marketing to build the brand identity and integrate it seamlessly into design work. 🎨 Lead brainstorming sessions and contribute creative ideas to solve design challenges. 🎨 Manage design implementation process in projects (when design is needed) from ideation to handover to engineering team and QA. 🎨 Conduct competitor analysis and stay informed about industry benchmarks to ensure design excellence. 🎨 Work closely with marketing to evolve the brand identity and integrate it seamlessly into all channels of design work

Design

We employ human-centred design principles to create user-friendly, visually engaging, and efficient interfaces. We design brand assets strategically to impact both conversions and customer experiences positively. 🎨 Develop user-friendly and visually appealing interfaces that enhance overall user experience. 🎨 Apply human-centered design principles to ensure designs are empathetic and responsive to user needs. 🎨 Collaborate with cross-functional teams to gather requirements and translate them into effective design solutions. 🎨 Create and maintain design assets, style guides, and documentation for consistent implementation. 🎨 Work closely with marketing to build the brand identity and integrate it seamlessly into design work. 🎨 Lead brainstorming sessions and contribute creative ideas to solve design challenges. 🎨 Manage design implementation process in projects (when design is needed) from ideation to handover to engineering team and QA. 🎨 Conduct competitor analysis and stay informed about industry benchmarks to ensure design excellence. 🎨 Work closely with marketing to evolve the brand identity and integrate it seamlessly into all channels of design work

Design

We employ human-centred design principles to create user-friendly, visually engaging, and efficient interfaces. We design brand assets strategically to impact both conversions and customer experiences positively. 🎨 Develop user-friendly and visually appealing interfaces that enhance overall user experience. 🎨 Apply human-centered design principles to ensure designs are empathetic and responsive to user needs. 🎨 Collaborate with cross-functional teams to gather requirements and translate them into effective design solutions. 🎨 Create and maintain design assets, style guides, and documentation for consistent implementation. 🎨 Work closely with marketing to build the brand identity and integrate it seamlessly into design work. 🎨 Lead brainstorming sessions and contribute creative ideas to solve design challenges. 🎨 Manage design implementation process in projects (when design is needed) from ideation to handover to engineering team and QA. 🎨 Conduct competitor analysis and stay informed about industry benchmarks to ensure design excellence. 🎨 Work closely with marketing to evolve the brand identity and integrate it seamlessly into all channels of design work

Finance

Providing timely information to support stakeholder decision-making. Monitoring and managing the company’s use of financial resources 💸  Internal reporting/management information 💸  External reporting in accordance with relevant GAAP/management of statutory audits 💸  Taxation in its many guises 💸  Monitor and manage the company’s cash flow/liquidity need (working capital and loan book financing) - funds usage by type/provider 💸  Understanding and controlling credit risk/BI 💸  F.Ops: payroll/expenses, managing third party suppliers, legal and administrative advisors, tax consultants etc 💸  Investor relations: communicating with debt and equity providers 💸  Legal & company secretarial

Finance

Providing timely information to support stakeholder decision-making. Monitoring and managing the company’s use of financial resources 💸  Internal reporting/management information 💸  External reporting in accordance with relevant GAAP/management of statutory audits 💸  Taxation in its many guises 💸  Monitor and manage the company’s cash flow/liquidity need (working capital and loan book financing) - funds usage by type/provider 💸  Understanding and controlling credit risk/BI 💸  F.Ops: payroll/expenses, managing third party suppliers, legal and administrative advisors, tax consultants etc 💸  Investor relations: communicating with debt and equity providers 💸  Legal & company secretarial

Finance

Providing timely information to support stakeholder decision-making. Monitoring and managing the company’s use of financial resources 💸  Internal reporting/management information 💸  External reporting in accordance with relevant GAAP/management of statutory audits 💸  Taxation in its many guises 💸  Monitor and manage the company’s cash flow/liquidity need (working capital and loan book financing) - funds usage by type/provider 💸  Understanding and controlling credit risk/BI 💸  F.Ops: payroll/expenses, managing third party suppliers, legal and administrative advisors, tax consultants etc 💸  Investor relations: communicating with debt and equity providers 💸  Legal & company secretarial

Marketing

Driving membership acquisition & retention as well as revenue growth while building and protecting brand awareness and reputation.   Oversees anything that needs to be communicated externally 📈  Manage marketing campaigns 📈  Define and managing our brand and brand experience 📈  Manage social media presence and customer review sites 📈  Manage relationships with our partners through which we hope to gain members 📈 Lead all growth channel experiments with support from design 📈 Lead all revenue growth and revenue retention opportunities driving traffic to our site 📈  Write copy for marketing campaign and create content strategy 📈 Public Relations

Marketing

Driving membership acquisition & retention as well as revenue growth while building and protecting brand awareness and reputation.   Oversees anything that needs to be communicated externally 📈  Manage marketing campaigns 📈  Define and managing our brand and brand experience 📈  Manage social media presence and customer review sites 📈  Manage relationships with our partners through which we hope to gain members 📈 Lead all growth channel experiments with support from design 📈 Lead all revenue growth and revenue retention opportunities driving traffic to our site 📈  Write copy for marketing campaign and create content strategy 📈 Public Relations

Marketing

Driving membership acquisition & retention as well as revenue growth while building and protecting brand awareness and reputation.   Oversees anything that needs to be communicated externally 📈  Manage marketing campaigns 📈  Define and managing our brand and brand experience 📈  Manage social media presence and customer review sites 📈  Manage relationships with our partners through which we hope to gain members 📈 Lead all growth channel experiments with support from design 📈 Lead all revenue growth and revenue retention opportunities driving traffic to our site 📈  Write copy for marketing campaign and create content strategy 📈 Public Relations

Data

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Data

To add an image, select any Frame, and either double-click on it, or go to the Fill property. In the Fill property, switch to the image icon. Here, you can upload images.

Data

To add an image, select any Frame, and either double-click on it, or go to the Fill property. In the Fill property, switch to the image icon. Here, you can upload images.

Underwriting

Manage our credit decisions while ensuring they're in line with our credit risk appetite ⏳ Responsible for formulating underwriting criteria (rules, policies, and thresholds) ⏳ Developing and calibrating application & renewal scorecards ⏳ Overseeing implementation of underwriting criteria in the system ⏳ Control over what external and internal data is used in decision-making ⏳ Analytical support of growth and risk opportunities Collaboration with other teams: ⏳ Engineering: we work with engineers to define, specify and test implementation of changes to our decision-making logic on FO. ⏳Design: we focus on the decisions made by CS as part of customer credit applications. ⏳ Finance: we provide forward-looking analysis based on scoring outputs if and when required ⏳ Marketing: we align decisioning and provide analytical support for marketing and growth initiatives ⏳ Data: working together with regards to decision-making data ⏳ CreditOps: look after customer journey after all application checks have been made.

Underwriting

Manage our credit decisions while ensuring they're in line with our credit risk appetite ⏳ Responsible for formulating underwriting criteria (rules, policies, and thresholds) ⏳ Developing and calibrating application & renewal scorecards ⏳ Overseeing implementation of underwriting criteria in the system ⏳ Control over what external and internal data is used in decision-making ⏳ Analytical support of growth and risk opportunities Collaboration with other teams: ⏳ Engineering: we work with engineers to define, specify and test implementation of changes to our decision-making logic on FO. ⏳Design: we focus on the decisions made by CS as part of customer credit applications. ⏳ Finance: we provide forward-looking analysis based on scoring outputs if and when required ⏳ Marketing: we align decisioning and provide analytical support for marketing and growth initiatives ⏳ Data: working together with regards to decision-making data ⏳ CreditOps: look after customer journey after all application checks have been made.

Underwriting

Manage our credit decisions while ensuring they're in line with our credit risk appetite ⏳ Responsible for formulating underwriting criteria (rules, policies, and thresholds) ⏳ Developing and calibrating application & renewal scorecards ⏳ Overseeing implementation of underwriting criteria in the system ⏳ Control over what external and internal data is used in decision-making ⏳ Analytical support of growth and risk opportunities Collaboration with other teams: ⏳ Engineering: we work with engineers to define, specify and test implementation of changes to our decision-making logic on FO. ⏳Design: we focus on the decisions made by CS as part of customer credit applications. ⏳ Finance: we provide forward-looking analysis based on scoring outputs if and when required ⏳ Marketing: we align decisioning and provide analytical support for marketing and growth initiatives ⏳ Data: working together with regards to decision-making data ⏳ CreditOps: look after customer journey after all application checks have been made.

Risk

Review, monitor, measure and analyse to minimise risk and improve performance across all key business processes. Operational Risk Responsibilities 🚨  Second line QA - ensuring all key business processes working as intended and identifying issues/opportunities. Work with process owners to identify priority changes and/or escalate as appropriate 🚨  Monitor all key business processes, providing insight to the business and identifying issues/opportunities 🚨  Analytics - support the business with adhoc data queries or investigations to understand any issues/opportunities 🚨 Reporting - produce QA and Monitoring reporting 🚨  Monitoring of business policies - ensure that processes align to policies and are being correctly implemented by front line 🚨  Reg Notices - monitor and manage logic for issuance, ensure all reg notices are issues in accordance with policy 🚨  Incidents- identify, manage and conduct retro analysis 🚨  CRA Reporting - monitor, complete monthly submission and assess/complete customer status amendments 🚨  Debt Sale - lead sale process, work with engineering team to provide data and complete all relevant processes. Handle post sale queries 🚨  Project Support - lead or consult on infrastructure projects to support business changes/developments to key processes Risk Management Responsibilities ⚠️ Establish and maintain the risk framework - architecture, strategy and protocols (including risk policy and process documentation) ⚠️ Provide risk reporting ⚠️ SME and administrators for RMIS ⚠️ Ensure incidents or near misses are linked to relevant risk controls and escalate to RCCO as appropriate ⚠️ Establish and maintain the Risk Register(s) ensuring risks are captured, scored and reviewed appropriately ⚠️ Support and reinforce a healthy risk culture within the business which encourages people to take appropriate risks whilst limiting threats ⚠️ Support the business in setting its Risk Appetite and ensure it is monitored

Risk

Review, monitor, measure and analyse to minimise risk and improve performance across all key business processes. Operational Risk Responsibilities 🚨  Second line QA - ensuring all key business processes working as intended and identifying issues/opportunities. Work with process owners to identify priority changes and/or escalate as appropriate 🚨  Monitor all key business processes, providing insight to the business and identifying issues/opportunities 🚨  Analytics - support the business with adhoc data queries or investigations to understand any issues/opportunities 🚨 Reporting - produce QA and Monitoring reporting 🚨  Monitoring of business policies - ensure that processes align to policies and are being correctly implemented by front line 🚨  Reg Notices - monitor and manage logic for issuance, ensure all reg notices are issues in accordance with policy 🚨  Incidents- identify, manage and conduct retro analysis 🚨  CRA Reporting - monitor, complete monthly submission and assess/complete customer status amendments 🚨  Debt Sale - lead sale process, work with engineering team to provide data and complete all relevant processes. Handle post sale queries 🚨  Project Support - lead or consult on infrastructure projects to support business changes/developments to key processes Risk Management Responsibilities ⚠️ Establish and maintain the risk framework - architecture, strategy and protocols (including risk policy and process documentation) ⚠️ Provide risk reporting ⚠️ SME and administrators for RMIS ⚠️ Ensure incidents or near misses are linked to relevant risk controls and escalate to RCCO as appropriate ⚠️ Establish and maintain the Risk Register(s) ensuring risks are captured, scored and reviewed appropriately ⚠️ Support and reinforce a healthy risk culture within the business which encourages people to take appropriate risks whilst limiting threats ⚠️ Support the business in setting its Risk Appetite and ensure it is monitored

Risk

Review, monitor, measure and analyse to minimise risk and improve performance across all key business processes. Operational Risk Responsibilities 🚨  Second line QA - ensuring all key business processes working as intended and identifying issues/opportunities. Work with process owners to identify priority changes and/or escalate as appropriate 🚨  Monitor all key business processes, providing insight to the business and identifying issues/opportunities 🚨  Analytics - support the business with adhoc data queries or investigations to understand any issues/opportunities 🚨 Reporting - produce QA and Monitoring reporting 🚨  Monitoring of business policies - ensure that processes align to policies and are being correctly implemented by front line 🚨  Reg Notices - monitor and manage logic for issuance, ensure all reg notices are issues in accordance with policy 🚨  Incidents- identify, manage and conduct retro analysis 🚨  CRA Reporting - monitor, complete monthly submission and assess/complete customer status amendments 🚨  Debt Sale - lead sale process, work with engineering team to provide data and complete all relevant processes. Handle post sale queries 🚨  Project Support - lead or consult on infrastructure projects to support business changes/developments to key processes Risk Management Responsibilities ⚠️ Establish and maintain the risk framework - architecture, strategy and protocols (including risk policy and process documentation) ⚠️ Provide risk reporting ⚠️ SME and administrators for RMIS ⚠️ Ensure incidents or near misses are linked to relevant risk controls and escalate to RCCO as appropriate ⚠️ Establish and maintain the Risk Register(s) ensuring risks are captured, scored and reviewed appropriately ⚠️ Support and reinforce a healthy risk culture within the business which encourages people to take appropriate risks whilst limiting threats ⚠️ Support the business in setting its Risk Appetite and ensure it is monitored

Customer Operations

Empowering our members to achieve their Creditspring goals while facilitating valuable customer feedback for internal enhancement. 🧑‍🚒 Create and manage processes in line with agreed policies and regulations to internally support the products and services we offer members. 🧑‍🚒 Managing all incoming requests and inquiries from members with a focus on prompt and effective resolution. 🧑‍🚒 Identify inefficiencies, bottlenecks, and broken processes to ensure streamlined workflows, faster response times, and ultimately, improved customer satisfaction. 🧑‍🚒 Providing consultation on new features and improvements aimed at enhancing the administrative user experience, leveraging insights from customer interactions and feedback. 🧑‍🚒 Gather member feedback, analyse data, and implement changes to processes over time, keeping the organisation agile and adaptable to evolving demands. 🧑‍🚒 Reporting bugs and actively participating in triage sessions to prioritise and address issues efficiently. 🧑‍🚒 Overseeing first-line quality assurance (QA) & training, with a focus on vulnerability and customer due diligence (CD), ensuring service excellence, regulatory compliance, and support for vulnerable customers. 🧑‍🚒 Process manual disbursals and review/make decisions on suspicious cases 🧑‍🚒 Collections (Collections Offers & Forbearance)- monitor, measure, consult on/manage automations 🧑‍🚒 Bad Debt Strategies (Post Default) - monitor, measure and consult on/implement changes to maximise performance 🧑‍🚒 Terminations - monitor, measure and manage logic 🧑‍🚒 3rd Party Suppliers (Credit/Collections) - monitor; usage, pricing changes, new products and alternative providers 🧑‍🚒 Admin - consult on operational logic and system management for related processes above 🧑‍🚒 Debt sale process management and 3rd party relationships

Customer Operations

Empowering our members to achieve their Creditspring goals while facilitating valuable customer feedback for internal enhancement. 🧑‍🚒 Create and manage processes in line with agreed policies and regulations to internally support the products and services we offer members. 🧑‍🚒 Managing all incoming requests and inquiries from members with a focus on prompt and effective resolution. 🧑‍🚒 Identify inefficiencies, bottlenecks, and broken processes to ensure streamlined workflows, faster response times, and ultimately, improved customer satisfaction. 🧑‍🚒 Providing consultation on new features and improvements aimed at enhancing the administrative user experience, leveraging insights from customer interactions and feedback. 🧑‍🚒 Gather member feedback, analyse data, and implement changes to processes over time, keeping the organisation agile and adaptable to evolving demands. 🧑‍🚒 Reporting bugs and actively participating in triage sessions to prioritise and address issues efficiently. 🧑‍🚒 Overseeing first-line quality assurance (QA) & training, with a focus on vulnerability and customer due diligence (CD), ensuring service excellence, regulatory compliance, and support for vulnerable customers. 🧑‍🚒 Process manual disbursals and review/make decisions on suspicious cases 🧑‍🚒 Collections (Collections Offers & Forbearance)- monitor, measure, consult on/manage automations 🧑‍🚒 Bad Debt Strategies (Post Default) - monitor, measure and consult on/implement changes to maximise performance 🧑‍🚒 Terminations - monitor, measure and manage logic 🧑‍🚒 3rd Party Suppliers (Credit/Collections) - monitor; usage, pricing changes, new products and alternative providers 🧑‍🚒 Admin - consult on operational logic and system management for related processes above 🧑‍🚒 Debt sale process management and 3rd party relationships

Customer Operations

Empowering our members to achieve their Creditspring goals while facilitating valuable customer feedback for internal enhancement. 🧑‍🚒 Create and manage processes in line with agreed policies and regulations to internally support the products and services we offer members. 🧑‍🚒 Managing all incoming requests and inquiries from members with a focus on prompt and effective resolution. 🧑‍🚒 Identify inefficiencies, bottlenecks, and broken processes to ensure streamlined workflows, faster response times, and ultimately, improved customer satisfaction. 🧑‍🚒 Providing consultation on new features and improvements aimed at enhancing the administrative user experience, leveraging insights from customer interactions and feedback. 🧑‍🚒 Gather member feedback, analyse data, and implement changes to processes over time, keeping the organisation agile and adaptable to evolving demands. 🧑‍🚒 Reporting bugs and actively participating in triage sessions to prioritise and address issues efficiently. 🧑‍🚒 Overseeing first-line quality assurance (QA) & training, with a focus on vulnerability and customer due diligence (CD), ensuring service excellence, regulatory compliance, and support for vulnerable customers. 🧑‍🚒 Process manual disbursals and review/make decisions on suspicious cases 🧑‍🚒 Collections (Collections Offers & Forbearance)- monitor, measure, consult on/manage automations 🧑‍🚒 Bad Debt Strategies (Post Default) - monitor, measure and consult on/implement changes to maximise performance 🧑‍🚒 Terminations - monitor, measure and manage logic 🧑‍🚒 3rd Party Suppliers (Credit/Collections) - monitor; usage, pricing changes, new products and alternative providers 🧑‍🚒 Admin - consult on operational logic and system management for related processes above 🧑‍🚒 Debt sale process management and 3rd party relationships

Complaints

Ensure that we respond efficiently, effectively and supportively to all customer complaints or escalated concerns ❓Oversee the summary resolution process and provide feedback and support where appropriate ❓Manage customer complaints within the regulatory guidelines ❓Investigate and determine case outcome using training and experience ❓Handle FOS complaints within required timelines and provide information as requested ❓Complete root cause analysis to identify complaint categories ❓Use root cause analysis to inform the business and help improve the customer experience and business processes ❓Manage and maintain the Civca complaints system, optimising it’s functionality in managing complaints ❓Investigate claims of customer fraud (not fraud incidents) and use experience and training to determine outcomes ❓Use insights gained from reported fraud cases to inform the business and help improve the customer experience and business processes

Complaints

Ensure that we respond efficiently, effectively and supportively to all customer complaints or escalated concerns ❓Oversee the summary resolution process and provide feedback and support where appropriate ❓Manage customer complaints within the regulatory guidelines ❓Investigate and determine case outcome using training and experience ❓Handle FOS complaints within required timelines and provide information as requested ❓Complete root cause analysis to identify complaint categories ❓Use root cause analysis to inform the business and help improve the customer experience and business processes ❓Manage and maintain the Civca complaints system, optimising it’s functionality in managing complaints ❓Investigate claims of customer fraud (not fraud incidents) and use experience and training to determine outcomes ❓Use insights gained from reported fraud cases to inform the business and help improve the customer experience and business processes

Complaints

Ensure that we respond efficiently, effectively and supportively to all customer complaints or escalated concerns ❓Oversee the summary resolution process and provide feedback and support where appropriate ❓Manage customer complaints within the regulatory guidelines ❓Investigate and determine case outcome using training and experience ❓Handle FOS complaints within required timelines and provide information as requested ❓Complete root cause analysis to identify complaint categories ❓Use root cause analysis to inform the business and help improve the customer experience and business processes ❓Manage and maintain the Civca complaints system, optimising it’s functionality in managing complaints ❓Investigate claims of customer fraud (not fraud incidents) and use experience and training to determine outcomes ❓Use insights gained from reported fraud cases to inform the business and help improve the customer experience and business processes

Compliance

Ensure that we operate with integrity and adhere to applicable regulations and our own policies ✅  Reviewing all correspondence posted in the public domain to ensure compliance ✅  Ensure the company is up-to-date and complying with regulatory requirements, including statutory reporting ✅  Support the business with regulatory advice and suggestions on process improvements or initiatives ✅  Ensure governance of all internal processes and policies ✅  Complete second-line audits on key processes ✅  Complete due diligence and monitor outsourced service providers in line with regulatory requirements ✅  Maintain and complete annual compliance monitoring programme ✅  Complete annual MLRO and compliance officer reports and monthly compliance reports to the board ✅  Review internal SARs (Suspicious Activity Reports) raised by the team ✅  Oversee the complaints function and ensure root cause analysis information is escalated ✅ Complete horizon scanning for regulatory updates that could impact the business ✅  Ensure staff complete mandatory training

Compliance

Ensure that we operate with integrity and adhere to applicable regulations and our own policies ✅  Reviewing all correspondence posted in the public domain to ensure compliance ✅  Ensure the company is up-to-date and complying with regulatory requirements, including statutory reporting ✅  Support the business with regulatory advice and suggestions on process improvements or initiatives ✅  Ensure governance of all internal processes and policies ✅  Complete second-line audits on key processes ✅  Complete due diligence and monitor outsourced service providers in line with regulatory requirements ✅  Maintain and complete annual compliance monitoring programme ✅  Complete annual MLRO and compliance officer reports and monthly compliance reports to the board ✅  Review internal SARs (Suspicious Activity Reports) raised by the team ✅  Oversee the complaints function and ensure root cause analysis information is escalated ✅ Complete horizon scanning for regulatory updates that could impact the business ✅  Ensure staff complete mandatory training

Compliance

Ensure that we operate with integrity and adhere to applicable regulations and our own policies ✅  Reviewing all correspondence posted in the public domain to ensure compliance ✅  Ensure the company is up-to-date and complying with regulatory requirements, including statutory reporting ✅  Support the business with regulatory advice and suggestions on process improvements or initiatives ✅  Ensure governance of all internal processes and policies ✅  Complete second-line audits on key processes ✅  Complete due diligence and monitor outsourced service providers in line with regulatory requirements ✅  Maintain and complete annual compliance monitoring programme ✅  Complete annual MLRO and compliance officer reports and monthly compliance reports to the board ✅  Review internal SARs (Suspicious Activity Reports) raised by the team ✅  Oversee the complaints function and ensure root cause analysis information is escalated ✅ Complete horizon scanning for regulatory updates that could impact the business ✅  Ensure staff complete mandatory training

People & Talent

Create a People Experience that attracts, engages, supports, develops and retains the best people 👨‍👨‍👧‍👧 Manage the entire employee journey, from recruitment to offboarding. 👨‍👨‍👧‍👧  Ensure employment and company policies are up to date 👨‍👨‍👧‍👧  Manage all benefits & employee remuneration 👨‍👨‍👧‍👧  Manage all things related to office and equipment 👨‍👨‍👧‍👧  Manage the performance management, learning and development 👨‍👨‍👧‍👧 Ensure company values are promoted, supported and updated as and when needed

People & Talent

Create a People Experience that attracts, engages, supports, develops and retains the best people 👨‍👨‍👧‍👧 Manage the entire employee journey, from recruitment to offboarding. 👨‍👨‍👧‍👧  Ensure employment and company policies are up to date 👨‍👨‍👧‍👧  Manage all benefits & employee remuneration 👨‍👨‍👧‍👧  Manage all things related to office and equipment 👨‍👨‍👧‍👧  Manage the performance management, learning and development 👨‍👨‍👧‍👧 Ensure company values are promoted, supported and updated as and when needed

People & Talent

Create a People Experience that attracts, engages, supports, develops and retains the best people 👨‍👨‍👧‍👧 Manage the entire employee journey, from recruitment to offboarding. 👨‍👨‍👧‍👧  Ensure employment and company policies are up to date 👨‍👨‍👧‍👧  Manage all benefits & employee remuneration 👨‍👨‍👧‍👧  Manage all things related to office and equipment 👨‍👨‍👧‍👧  Manage the performance management, learning and development 👨‍👨‍👧‍👧 Ensure company values are promoted, supported and updated as and when needed

Operations

Manage the inner workings of the business so it runs as efficiently as possible 🧹 Help mediate cross team collaboration issues 🧹 Working with stakeholders to de risk the business 🧹 Help to manage resources in line with budget 🧹 Identify and help to resolve pain points across the business 🧹 Change management 🧹 Optimise productivity across the business

Operations

Manage the inner workings of the business so it runs as efficiently as possible 🧹 Help mediate cross team collaboration issues 🧹 Working with stakeholders to de risk the business 🧹 Help to manage resources in line with budget 🧹 Identify and help to resolve pain points across the business 🧹 Change management 🧹 Optimise productivity across the business

Operations

Manage the inner workings of the business so it runs as efficiently as possible 🧹 Help mediate cross team collaboration issues 🧹 Working with stakeholders to de risk the business 🧹 Help to manage resources in line with budget 🧹 Identify and help to resolve pain points across the business 🧹 Change management 🧹 Optimise productivity across the business

Legal

Protect the Company’s interests by delivering effective and efficient legal services and counsel ⚖️ Act as trusted advisors, consistently valued by the Company’s stakeholders, for providing pragmatic, creative and customised solutions ⚖️ Alignment of goals with the Company’s aims and objectives ⚖️ Control legal spend by managing own resources and those that affect external partners ⚖️ Give accurate and timely counsel on a variety of legal topics ⚖️Evaluate different risk factors regarding business decisions and operations ⚖️ Prepare agreements and other legal documents to ensure the company’s full legal rights are protected ⚖️ Provide clarification on legal language or specifications ⚖️ Communicate and negotiate with external parties (regulators, external counsel, etc.), creating relationships of trust

Legal

Protect the Company’s interests by delivering effective and efficient legal services and counsel ⚖️ Act as trusted advisors, consistently valued by the Company’s stakeholders, for providing pragmatic, creative and customised solutions ⚖️ Alignment of goals with the Company’s aims and objectives ⚖️ Control legal spend by managing own resources and those that affect external partners ⚖️ Give accurate and timely counsel on a variety of legal topics ⚖️Evaluate different risk factors regarding business decisions and operations ⚖️ Prepare agreements and other legal documents to ensure the company’s full legal rights are protected ⚖️ Provide clarification on legal language or specifications ⚖️ Communicate and negotiate with external parties (regulators, external counsel, etc.), creating relationships of trust

Legal

Protect the Company’s interests by delivering effective and efficient legal services and counsel ⚖️ Act as trusted advisors, consistently valued by the Company’s stakeholders, for providing pragmatic, creative and customised solutions ⚖️ Alignment of goals with the Company’s aims and objectives ⚖️ Control legal spend by managing own resources and those that affect external partners ⚖️ Give accurate and timely counsel on a variety of legal topics ⚖️Evaluate different risk factors regarding business decisions and operations ⚖️ Prepare agreements and other legal documents to ensure the company’s full legal rights are protected ⚖️ Provide clarification on legal language or specifications ⚖️ Communicate and negotiate with external parties (regulators, external counsel, etc.), creating relationships of trust

Working together

photo of car and bus near castle

Where we work

Our way of working is built on trust, flexibility and shared responsibility. Most of us are hybrid, spending at least two days a week in the office and the rest working from home. A few roles are fully remote.In London, Tuesdays and Thursdays are our busiest office days.

In Bengaluru, it's Mondays and Tuesdays. These are when you will find the most buzz and collaboration across teams. We also meet in person once per month for our All Hands meeting, a chance to reflect, align and connect as a company.This setup gives us space to work flexibly, build strong relationships and collaborate in a way that works for everyone. But, we always prioritise the most effective way to work to get the job done and deliver for our customers.

Working hours

Our standard working hours in the UK are 9:00am to 5:30pm, with a 30-minute lunch break. In India our standard hours are 11:30am to 8:30pm (local time).

These hours help keep us aligned across teams and give us enough overlap for collaboration. We get that everyone’s day-to-day looks a little different. Whether you have caring responsibilities, health needs or other commitments, speak with your manager.

We'll always try to find an approach that supports both your wellbeing and the needs of the team. We trust you to manage your time in a way that works. Our hybrid model gives us the best of both worlds: time together in person and the focus that comes with working remotely.

As Creditspring continues to grow and evolve, so will the way we work. If something feels off, speak up. We are always open to better ways of working together.

How we connect

We invest time and energy into helping everyone feel part of the Creditspring community, no matter your team or location. From your first day, we make sure you’re not just introduced to the tools and tasks, but to the people too — you’ll know who your manager and teammates are, what to expect, and where to go for support.

Our buddy system gives every new Springmate a friendly face outside their immediate team, someone to check in with and help you settle in. We know work is better when it’s human. That’s why we create moments to connect beyond deadlines and meetings — time to talk, unwind and just enjoy each other’s company.

Here are a few of the ways we do that: In-person socials, from games nights to arts and crafts evenings Wellbeing extras like chair yoga and quarterly massages in the London office and Lunch & Learns, with everything from fintech deep-dives to open conversations on mental health IDEA-led events, celebrating inclusion, diversity, equity and allyship across our community

Tools we use

Like any tech company, we use a lot of tools, but each one has its purpose. We aim to give you everything you need to work effectively, stay connected and get things done with ease. Here is a quick look at the tools you will use most often and what we use them for:

Working hours

Our standard working hours in the UK are 9:00am to 5:30pm, with a 30-minute lunch break. In India our standard hours are 11:30am to 8:30pm (local time).

These hours help keep us aligned across teams and give us enough overlap for collaboration.We get that everyone’s day-to-day looks a little different. Whether you have caring responsibilities, health needs or other commitments, speak with your manager.

We'll always try to find an approach that supports both your wellbeing and the needs of the team. We trust you to manage your time in a way that works. Our hybrid model gives us the best of both worlds: time together in person and the focus that comes with working remotely.

As Creditspring continues to grow and evolve, so will the way we work. If something feels off, speak up. We are always open to better ways of working together.

Slack

Slack is our primary method of internal communication.

Basecamp

Basecamp is our project management tool. We use this to track progress and share updates, giving visibility to everyone that needs it.

Notion

Notion is our intranet. This is where all documents, policies, 1-pagers and personal notes live.

a man sitting in front of a laptop computer
a man sitting in front of a laptop computer

Teams

We use Teams for video calls and that’s pretty much it! All direct messaging goes via Slack.

Sharepoint

Sharepoint is a document storage area. We use this as a home for spreadsheets, slides and other documents that need to be shareable. It’s the home of the Office Suite.

CultureAmp

This is our employee experience platform. In addition to running anonymous Engagement Surveys on here, you can view your career paths, competency frameworks, 360 feedback, 1:1 notes and more!

BambooHR

This is our HR system. It is your accessible database for employment details, personal information changes and booking time off.

Fathom

Fathom is our AI notetaker. Once admitted to a meeting, it will record the meeting as well as taking notes. After this call has finished, Fathom will share a summary of the call along with agreed next steps.

Working together

Hybrid work only works when we’re intentional. Here are some tips to keep you in the zone:

1. Plan your week so office days are for collaboration and remote days are for deep focus.
2. Keep your calendar clear and visible so people know how to reach you.
3. Use our tools to stay connected, share updates early and flag blockers before they grow.
4. Show up prepared - in person or on video.
5. And set a routine that helps you switch off.

Hybrid work gives flexibility; using it well keeps you productive and balanced.

Communication

Slack is where we talk day to day. It’s quick, flexible and keeps us connected. For scheduled calls, we use Teams. Some teams also post regular updates in Slack channels like **#changesandupdates** for Product and **#marketing-team** for Marketing. Email is mostly used for external communication.

Communication

Slack is where we talk day to day. It’s quick, flexible and keeps us connected. For scheduled calls, we use Teams. Some teams also post regular updates in Slack channels like **#changesandupdates** for Product and **#marketing-team** for Marketing. Email is mostly used for external communication.

Communication

Slack is where we talk day to day. It’s quick, flexible and keeps us connected. For scheduled calls, we use Teams. Some teams also post regular updates in Slack channels like **#changesandupdates** for Product and **#marketing-team** for Marketing. Email is mostly used for external communication.

Meetings

Meetings help us align, solve problems and plan ahead. We treat them with intention and respect. Our core meetings include: - 1:1s with your manager - Weekly team meetings - Monthly All Hands - Monthly Breakouts - Lunch and Learns We use Fathom to capture notes and follow-ups. If you are organising a meeting, include an agenda and make sure there is a room booked if needed. [View our meetings policy](https://www.notion.so/2199df038ff94caf8b436e673735010d?pvs=21)

Meetings

Meetings help us align, solve problems and plan ahead. We treat them with intention and respect. Our core meetings include: - 1:1s with your manager - Weekly team meetings - Monthly All Hands - Monthly Breakouts - Lunch and Learns We use Fathom to capture notes and follow-ups. If you are organising a meeting, include an agenda and make sure there is a room booked if needed. [View our meetings policy](https://www.notion.so/2199df038ff94caf8b436e673735010d?pvs=21)

Meetings

Meetings help us align, solve problems and plan ahead. We treat them with intention and respect. Our core meetings include: - 1:1s with your manager - Weekly team meetings - Monthly All Hands - Monthly Breakouts - Lunch and Learns We use Fathom to capture notes and follow-ups. If you are organising a meeting, include an agenda and make sure there is a room booked if needed. [View our meetings policy](https://www.notion.so/2199df038ff94caf8b436e673735010d?pvs=21)

Be present

Whether you are in a meeting or jumping into a huddle, give it your full attention. Close Slack, shut your laptop or put away distractions. It helps everyone stay focused and get the most out of the time together.

Be present

Whether you are in a meeting or jumping into a huddle, give it your full attention. Close Slack, shut your laptop or put away distractions. It helps everyone stay focused and get the most out of the time together.

Be present

Whether you are in a meeting or jumping into a huddle, give it your full attention. Close Slack, shut your laptop or put away distractions. It helps everyone stay focused and get the most out of the time together.

How we make and communicate decisions

At Creditspring, decisions are made with input from the right people, at the right time, and are clearly communicated across the business. When done well, this builds trust, helps us move faster and keeps us aligned with our goals and values. We don’t believe in overcomplicating things. Here’s how we approach decision-making and keep everyone in the loop. How decisions happen 1. **Raise the challenge** If you spot a problem or opportunity, raise it with your manager, the Leadership Team or someone from the META group. You can do this in person, during meetings or in the Slack channel **#product-and-member-improvement-ideas**. 2. **Suggest a solution** When flagging a challenge, we encourage you to include a possible solution. You do not need to have all the answers — just share your thinking. 3. **Explore the options** Teams review potential solutions using feedback, data, best practices and input from across the business. Decisions are guided by our values and OKRs. 4. **Make it happen** Once a direction is agreed, the project kicks off. If the change impacts the wider business, it is shared at the monthly Company All Hands. All documentation and updates are tracked in [Basecamp](https://3.basecamp.com/4450519).

How we make and communicate decisions

At Creditspring, decisions are made with input from the right people, at the right time, and are clearly communicated across the business. When done well, this builds trust, helps us move faster and keeps us aligned with our goals and values. We don’t believe in overcomplicating things. Here’s how we approach decision-making and keep everyone in the loop. How decisions happen 1. **Raise the challenge** If you spot a problem or opportunity, raise it with your manager, the Leadership Team or someone from the META group. You can do this in person, during meetings or in the Slack channel **#product-and-member-improvement-ideas**. 2. **Suggest a solution** When flagging a challenge, we encourage you to include a possible solution. You do not need to have all the answers — just share your thinking. 3. **Explore the options** Teams review potential solutions using feedback, data, best practices and input from across the business. Decisions are guided by our values and OKRs. 4. **Make it happen** Once a direction is agreed, the project kicks off. If the change impacts the wider business, it is shared at the monthly Company All Hands. All documentation and updates are tracked in [Basecamp](https://3.basecamp.com/4450519).

How we make and communicate decisions

At Creditspring, decisions are made with input from the right people, at the right time, and are clearly communicated across the business. When done well, this builds trust, helps us move faster and keeps us aligned with our goals and values. We don’t believe in overcomplicating things. Here’s how we approach decision-making and keep everyone in the loop. How decisions happen 1. **Raise the challenge** If you spot a problem or opportunity, raise it with your manager, the Leadership Team or someone from the META group. You can do this in person, during meetings or in the Slack channel **#product-and-member-improvement-ideas**. 2. **Suggest a solution** When flagging a challenge, we encourage you to include a possible solution. You do not need to have all the answers — just share your thinking. 3. **Explore the options** Teams review potential solutions using feedback, data, best practices and input from across the business. Decisions are guided by our values and OKRs. 4. **Make it happen** Once a direction is agreed, the project kicks off. If the change impacts the wider business, it is shared at the monthly Company All Hands. All documentation and updates are tracked in [Basecamp](https://3.basecamp.com/4450519).

How we raise problems

At Creditspring, raising concerns and asking questions is part of how we work well together. One of our core values is **Work Together**, and that means creating a space where everyone feels safe to speak up — no matter their role or seniority. Sharing problems early helps us move faster, avoid confusion and stay aligned. If something seems unclear or you spot a potential issue, it’s always better to talk about it than sit on it. ### 💬 Start with a conversation If something doesn’t make sense, speak to the person who owns it. A quick chat can often clear things up. And if you’re not sure who to ask, your manager is a great first stop. They’ll either know the answer or point you in the right direction. Still need help? You can always reach out to the **People Team**. We’re here to support you. ### 📢 Other ways to raise ideas or feedback - **Slack:** Share thoughts in the `#product-and-member-improvement-ideas` channel - **Surveys:** Take part in our weekly Polly and our diversity and engagement surveys - **IDEA Office Hours:** Book a slot with one of our senior leaders for a chat (check Slack for details) ### 🌱 Keep it open and honest We believe everyone should feel comfortable raising issues, suggesting improvements or asking questions. Whether it’s your first day or you have been here for years, your voice matters. That is how we grow, improve and build a better Creditspring together.

How we raise problems

At Creditspring, raising concerns and asking questions is part of how we work well together. One of our core values is **Work Together**, and that means creating a space where everyone feels safe to speak up — no matter their role or seniority. Sharing problems early helps us move faster, avoid confusion and stay aligned. If something seems unclear or you spot a potential issue, it’s always better to talk about it than sit on it. ### 💬 Start with a conversation If something doesn’t make sense, speak to the person who owns it. A quick chat can often clear things up. And if you’re not sure who to ask, your manager is a great first stop. They’ll either know the answer or point you in the right direction. Still need help? You can always reach out to the **People Team**. We’re here to support you. ### 📢 Other ways to raise ideas or feedback - **Slack:** Share thoughts in the `#product-and-member-improvement-ideas` channel - **Surveys:** Take part in our weekly Polly and our diversity and engagement surveys - **IDEA Office Hours:** Book a slot with one of our senior leaders for a chat (check Slack for details) ### 🌱 Keep it open and honest We believe everyone should feel comfortable raising issues, suggesting improvements or asking questions. Whether it’s your first day or you have been here for years, your voice matters. That is how we grow, improve and build a better Creditspring together.

How we raise problems

At Creditspring, raising concerns and asking questions is part of how we work well together. One of our core values is **Work Together**, and that means creating a space where everyone feels safe to speak up — no matter their role or seniority. Sharing problems early helps us move faster, avoid confusion and stay aligned. If something seems unclear or you spot a potential issue, it’s always better to talk about it than sit on it. ### 💬 Start with a conversation If something doesn’t make sense, speak to the person who owns it. A quick chat can often clear things up. And if you’re not sure who to ask, your manager is a great first stop. They’ll either know the answer or point you in the right direction. Still need help? You can always reach out to the **People Team**. We’re here to support you. ### 📢 Other ways to raise ideas or feedback - **Slack:** Share thoughts in the `#product-and-member-improvement-ideas` channel - **Surveys:** Take part in our weekly Polly and our diversity and engagement surveys - **IDEA Office Hours:** Book a slot with one of our senior leaders for a chat (check Slack for details) ### 🌱 Keep it open and honest We believe everyone should feel comfortable raising issues, suggesting improvements or asking questions. Whether it’s your first day or you have been here for years, your voice matters. That is how we grow, improve and build a better Creditspring together.

How we give and recieve feedback

Feedback helps us grow as individuals, as teams and as a company. Building a culture of continuous feedback is key to personal development, stronger collaboration and delivering the best possible product to our members. ### How we give feedback There are two types of feedback we focus on at Creditspring: - **Reinforcing feedback** helps someone continue or build on what they’re doing well. - **Redirecting feedback** supports someone in changing or improving a behaviour. Giving redirecting feedback can feel awkward. It is human nature to avoid tricky conversations, but having a shared language helps. That is why we encourage using the SBI model. ### The SBI model The SBI model provides a simple structure to make feedback clear, specific and useful. It stands for: 1. **Situation** – Describe the moment where the behaviour occurred 2. **Behaviour** – Explain the behaviour you observed 3. **Impact** – Share the effect it had **Examples of the SBI model in action** | | **Before SBI model** | **After SBI model** | | --- | --- | --- | | **Reinforcing feedback** | You were great in that meeting yesterday, thank you. | **Situation**: During the client meeting yesterday, you proactively addressed a key concern about the project timeline. **Behaviour**: You stayed calm and collected, even when the client raised a challenging question, and provided a clear and concise explanation. **Impact**: This demonstrated your ability to handle difficult situations professionally, and it strengthened the client's trust in our team. Thank you. | | **Redirecting feedback** | I feel that you aren’t open to receiving feedback when I try to give it to you. Can you please explain why? | **Situation**: When I gave you some feedback on your last project, and you seemed to shut down and become defensive. **Behaviour**: You didn't seem open to hearing the feedback, and instead, you became dismissive to what I was trying to talk to you about. **Impact**: The impact of this was that I felt like I couldn't offer feedback that could help you grow and develop in your role, and it is a goal of mine to support you in mastering your role. Is there a different way you would like me to approach giving you feedback? | Alongside the model, here are a few things to keep in mind: - **Is it timely?** The sooner you give feedback, the more helpful it is - **Is it based on fact?** Feedback should be grounded in observable evidence - **Are your intentions clear?** Feedback should come from a place of support and growth ### When we give feedback Everyone receives feedback differently. Whether it’s in person, on Slack or in writing, tailoring your approach helps feedback land in the right way. Here are a few ways we give feedback at Creditspring: - **Performance reviews** Mid-year reviews include peer-to-peer and upward feedback - **Shoutouts** Use the `#shoutouts` Slack channel to celebrate great work. These are pulled into Culture Amp so they’re easy to find - **Anytime feedback** Use the “Anytime Feedback” feature in Culture Amp to request or give targeted feedback at any point - **Springmate recognition** Nominate a teammate for Team Player of the Month or a Values Award - **1:1s** A great space for open feedback and reflection. If you’re in the office, opt for an in-person 1:1 when you can - **Written comms** Some people prefer written feedback via Slack or email — choose what works best for them - **Engagement surveys** Twice a year, we gather company-wide feedback to help us grow and improve together

How we give and recieve feedback

Feedback helps us grow as individuals, as teams and as a company. Building a culture of continuous feedback is key to personal development, stronger collaboration and delivering the best possible product to our members. ### How we give feedback There are two types of feedback we focus on at Creditspring: - **Reinforcing feedback** helps someone continue or build on what they’re doing well. - **Redirecting feedback** supports someone in changing or improving a behaviour. Giving redirecting feedback can feel awkward. It is human nature to avoid tricky conversations, but having a shared language helps. That is why we encourage using the SBI model. ### The SBI model The SBI model provides a simple structure to make feedback clear, specific and useful. It stands for: 1. **Situation** – Describe the moment where the behaviour occurred 2. **Behaviour** – Explain the behaviour you observed 3. **Impact** – Share the effect it had **Examples of the SBI model in action** | | **Before SBI model** | **After SBI model** | | --- | --- | --- | | **Reinforcing feedback** | You were great in that meeting yesterday, thank you. | **Situation**: During the client meeting yesterday, you proactively addressed a key concern about the project timeline. **Behaviour**: You stayed calm and collected, even when the client raised a challenging question, and provided a clear and concise explanation. **Impact**: This demonstrated your ability to handle difficult situations professionally, and it strengthened the client's trust in our team. Thank you. | | **Redirecting feedback** | I feel that you aren’t open to receiving feedback when I try to give it to you. Can you please explain why? | **Situation**: When I gave you some feedback on your last project, and you seemed to shut down and become defensive. **Behaviour**: You didn't seem open to hearing the feedback, and instead, you became dismissive to what I was trying to talk to you about. **Impact**: The impact of this was that I felt like I couldn't offer feedback that could help you grow and develop in your role, and it is a goal of mine to support you in mastering your role. Is there a different way you would like me to approach giving you feedback? | Alongside the model, here are a few things to keep in mind: - **Is it timely?** The sooner you give feedback, the more helpful it is - **Is it based on fact?** Feedback should be grounded in observable evidence - **Are your intentions clear?** Feedback should come from a place of support and growth ### When we give feedback Everyone receives feedback differently. Whether it’s in person, on Slack or in writing, tailoring your approach helps feedback land in the right way. Here are a few ways we give feedback at Creditspring: - **Performance reviews** Mid-year reviews include peer-to-peer and upward feedback - **Shoutouts** Use the `#shoutouts` Slack channel to celebrate great work. These are pulled into Culture Amp so they’re easy to find - **Anytime feedback** Use the “Anytime Feedback” feature in Culture Amp to request or give targeted feedback at any point - **Springmate recognition** Nominate a teammate for Team Player of the Month or a Values Award - **1:1s** A great space for open feedback and reflection. If you’re in the office, opt for an in-person 1:1 when you can - **Written comms** Some people prefer written feedback via Slack or email — choose what works best for them - **Engagement surveys** Twice a year, we gather company-wide feedback to help us grow and improve together

How we give and recieve feedback

Feedback helps us grow as individuals, as teams and as a company. Building a culture of continuous feedback is key to personal development, stronger collaboration and delivering the best possible product to our members. ### How we give feedback There are two types of feedback we focus on at Creditspring: - **Reinforcing feedback** helps someone continue or build on what they’re doing well. - **Redirecting feedback** supports someone in changing or improving a behaviour. Giving redirecting feedback can feel awkward. It is human nature to avoid tricky conversations, but having a shared language helps. That is why we encourage using the SBI model. ### The SBI model The SBI model provides a simple structure to make feedback clear, specific and useful. It stands for: 1. **Situation** – Describe the moment where the behaviour occurred 2. **Behaviour** – Explain the behaviour you observed 3. **Impact** – Share the effect it had **Examples of the SBI model in action** | | **Before SBI model** | **After SBI model** | | --- | --- | --- | | **Reinforcing feedback** | You were great in that meeting yesterday, thank you. | **Situation**: During the client meeting yesterday, you proactively addressed a key concern about the project timeline. **Behaviour**: You stayed calm and collected, even when the client raised a challenging question, and provided a clear and concise explanation. **Impact**: This demonstrated your ability to handle difficult situations professionally, and it strengthened the client's trust in our team. Thank you. | | **Redirecting feedback** | I feel that you aren’t open to receiving feedback when I try to give it to you. Can you please explain why? | **Situation**: When I gave you some feedback on your last project, and you seemed to shut down and become defensive. **Behaviour**: You didn't seem open to hearing the feedback, and instead, you became dismissive to what I was trying to talk to you about. **Impact**: The impact of this was that I felt like I couldn't offer feedback that could help you grow and develop in your role, and it is a goal of mine to support you in mastering your role. Is there a different way you would like me to approach giving you feedback? | Alongside the model, here are a few things to keep in mind: - **Is it timely?** The sooner you give feedback, the more helpful it is - **Is it based on fact?** Feedback should be grounded in observable evidence - **Are your intentions clear?** Feedback should come from a place of support and growth ### When we give feedback Everyone receives feedback differently. Whether it’s in person, on Slack or in writing, tailoring your approach helps feedback land in the right way. Here are a few ways we give feedback at Creditspring: - **Performance reviews** Mid-year reviews include peer-to-peer and upward feedback - **Shoutouts** Use the `#shoutouts` Slack channel to celebrate great work. These are pulled into Culture Amp so they’re easy to find - **Anytime feedback** Use the “Anytime Feedback” feature in Culture Amp to request or give targeted feedback at any point - **Springmate recognition** Nominate a teammate for Team Player of the Month or a Values Award - **1:1s** A great space for open feedback and reflection. If you’re in the office, opt for an in-person 1:1 when you can - **Written comms** Some people prefer written feedback via Slack or email — choose what works best for them - **Engagement surveys** Twice a year, we gather company-wide feedback to help us grow and improve together

How we encourage equal voice and psychological safety

- **Slack:** Share thoughts in the `#product-and-member-improvement-ideas` channel - **Surveys:** Take part in our weekly Polly and our diversity and engagement surveys - **IDEA Office Hours:** Book a slot with one of our senior leaders for a chat (check Slack for details)

How we encourage equal voice and psychological safety

- **Slack:** Share thoughts in the `#product-and-member-improvement-ideas` channel - **Surveys:** Take part in our weekly Polly and our diversity and engagement surveys - **IDEA Office Hours:** Book a slot with one of our senior leaders for a chat (check Slack for details)

How we encourage equal voice and psychological safety

- **Slack:** Share thoughts in the `#product-and-member-improvement-ideas` channel - **Surveys:** Take part in our weekly Polly and our diversity and engagement surveys - **IDEA Office Hours:** Book a slot with one of our senior leaders for a chat (check Slack for details)

That's a wrap

Thanks for taking the time to read through our playbook. We hope it’s given you a clear sense of who we are, how we work and what we care about.

This isn’t just a guide, it’s a reflection of our culture, and a resource to help you feel at home and thrive here at Creditspring.

Like us, it will continue to grow and evolve. So keep sharing your ideas, asking questions and giving feedback. Building a great place to work is something we all do, together.

We’re proud to be a team that does the right thing, embraces fresh ideas and takes smart risks together.

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