Customer Service AgentManagement Level
I
We are Lenvi and we are passionatelymitted to bing the go-to credit and analytics platform in our chosen markets, we will achieve this through unwavering focus on our people, product, and clients.
We service a range of clients in the UK, Europe and the United States providing lending platforms and analytics capabilities to bothmercial and consumer-focused businesses across a range of asset classes including invoice discounting, retail finance, unsecured lending, SME funding and mortgages.
Our Values Statement
We epitomize the values of being bold, insightful, energetic, and curious. Embracing calculated risks, thinking deeply, bringing enthusiasm, and constantly seeking knowledge. These values fuel our innovative spirit, drive our growth, and enable us to make a positive impact on our stakeholders.
The Role
Based in our Cardiff city centre offices, this role will see you take responsibility for delivering the day-to-day customer services. This will involve answering inbound telephone calls, emails, managing queries andpleting processes relating to the calls.
Please note: There may also be an opportunity to focus more on administrative duties alongside making outbound customer calls, rather than answering inbound calls, depending on business needs and your experience.
The Cardiff centre will run on shift rotation Monday to Friday 8am - 5:15pm
What you will be doing
1. You will speak to customers who have queries on their loan. Typically, you will have conversations regarding settlement quotations, payments, amending personal details and managing correspondence. In addition, you will:
2. Have great conversations with our customers over the phone and through email
3. Gather and collate necessary information and documentation from various systems to fulfil customer requests and action document updates to customers and 3rd parties
4. Maintain accurate records of all requests and actions taken to process them
5. Treat our customers fairly ensuring they have a fair andpliant oue
6. Promote a culture of continuous improvement by identifying opportunities for improvement
7. Work within our standard practices & procedures
8. Achieve the performance measures set. These will include quality, avoidableplaints, avoidable events & behaviours
9. Understand our customers queries and dealing with it in line with HE's policies and procedures.
What we are looking for from you
10. Customer service experience
11. Contact centre experience
12. Able to demonstrate what is needed to provide fantastic customer service experience
13. Excellent organisational,munication, and interpersonal skills
14. An understanding of the regulators involved in financial services
15. Knowledge of GDPR.
16. Experience in a similar role is desirable
17. Experience inmunicating effectively
18. Confident in outbound calling to customers
19. Confident, flexible, and self-motivated
20. Articulate with the ability to interact with people at all levels
21. A fast learner with the ability to acquire knowledge swiftly, work with the knowledge and pass it on as necessary
22. Able to ovee objections and conflicts, proposing suitable methods of rectification
23. Detail orientated with the ability to work methodically
24. Able to prioritise tasks and workload to meet tight deadlines in a frequently changing environment
25. Able to work proactively under your own initiative
26. Adept at solving problems and possess strong analytical skills
What you will get in return
27. 28 days + 8 bank holidays. Option to buy more days through salary sacrifice.
28. A cash payment annually towards flexible benefits,, dental insurance, gym membership, the above extra holiday etc.
29. x4 Life Assurance.
30. Matched pension scheme (, you pay in 6%, EQ pay in 6%), up to 10% each side (20% in total).
31. Discounts with major retailers (EQ Wins).
32. Maternity or adoption leave of 3 months full pay, with return-to-work bonus / 2 weeks paid paternity leave.
Our Diversity Statement
At Lenvi we encourage individuals from all walks of life, without exception, to join our team. We know diversity fuels innovation and creativity, so we wee applications from anyone, with any background.
We aremitted to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks. Job ID R15877