The Customer Service Administrator plays a key role on the front line of delivering the highest standard of service and support to Link's and our clients' customers.
You'll ensure that all interactions align with Consumer Duty principles acting in good faith, supporting customers to achieve fair and positive outcomes, and communicating clearly so customers can make informed decisions.
This role involves handling a wide range of customer enquiries through email, written correspondence, or telephone calls (depending on the portfolio). You'll provide accurate information and empathetic support while ensuring all activities meet both Link's standards and our clients' portfolio requirements.
We are recruiting for multiple roles across our administrative, asset management and complaints teams.
What you'll do
The Customer Service Administrator will be involved in the following activities:
* Handling customer enquiries and providing them with the information, documentation, service outcomes, and support they need, assisting with account management while ensuring interactions support good customer outcomes in line with Consumer Duty.
* Ensuring service loan agreements are managed correctly in accordance with their terms and conditions to avoid foreseeable harm to customers.
* Adhering to client-specific portfolio processes to meet expectations consistently, including calls with customers or third parties where applicable.
* Following all Link processes when dealing with complaints, dispute resolution, third-party debt management, personal insolvency, banking & reconciliation, service providers and creditor liaison, ensuring fair and transparent outcomes for our customers, clients and providers.
* Compiling accurate records, logging and reporting data, performing account reviews and investigations, and composing correspondence, ensuring information is accurate and supports positive customer outcomes.
What you'll bring
* Excellent written and verbal communication skills, with the ability to engage positively and clearly with customers and colleagues.
* Strong IT skills, including confidence in using multiple systems and Microsoft Excel and Word accurately.
* Good numeracy skills to assess and calculate appropriate payment plans for customers where required.
* The ability to multitask effectively and manage time efficiently to balance communication, administrative, and investigative tasks.
* Strong problem-solving skills to identify and deliver fair, practical, and sustainable solutions for both customers and the business.
* A professional, empathetic, and customer-focused approach that reflects Link's values and the requirements of Consumer Duty.
What we offer
* 25 days holiday + bank holidays + a Birthday Day off (pro-rata for part-time)
* Discretionary annual performance bonus scheme
* Purchase additional holiday scheme of up to 5 days
* Pension Scheme – 8% total pension contributions
* Employee Assistance Programme
* Life assurance (4 x annual salary)
* Season Ticket Travel Loans
* Enhanced Maternity and adoption pay
* Friendly, relaxed atmosphere with modern facilities
* Social events during the year, regularly fundraise for our chosen charities, and have recognition schemes in place that reward our employees for being great team members
* Learning and Development opportunities to help you progress in your career
Link Financial Group is one of Europe's leading servicers of consumer, SME and leasing credit, operating out of 12 offices across 10 European countries and employing more than 900 people. For over 25 years, our scale, professionalism and expertise in the sector have made us the partner of choice for many of the world's leading banks and providers of credit.
We service more than 7 million accounts including consumer finance, credit cards, auto loans, asset finance and leases, mortgages, student loans and commercial (SME) receivables, and have bought more than 6,000 portfolios since 1998.
Our industry-leading systems and data analytics combined with excellence in customer service, compliance and technology make Link Financial Group the trusted credit expert for Europe's lenders.
The Group was founded on firmly ethical principles, with the fair treatment of customers embedded in all processes and training.
Brecon House
3 Caerphilly Business Park
Caerphilly
CF83 3GQ