Job Description

Job Title:

Customer Service Advisor (CSA)

Location:

Caerphilly

Salary:

26,000 to 28,500

Introduction:

Link Financial is one of Europe's leading servicers of consumer, SME and leasing credit, operating out of 10 European countries, and employing more than 300 people in the UK. We are a financial services provider working with many of the UK high street banks, credit card providers, retail and other lenders, we purchase consumer and business loans and are committed to providing a high-quality service to all our clients and customers by help them to pay off their loans.


As a Customer Service Advisor, you will be one of the first points of contact for customers, authorised personnel, and third parties. You'll handle a wide range of queries while providing excellent service that reflects our commitment to fair customer outcomes and Consumer Duty principles.


You'll ensure every interaction delivers a positive experience, supports customers in making informed decisions, and contributes to the smooth running of our Operations team helping achieve both individual and wider business goals

What you'll do

The Customer Service Advisor will be involved in the following activities:


You will be a part of our dedicated team; handling calls from customers, both inbound and outbound in a professional, empathetic, and solution focussed way. You will be supporting our customers to find and sustainable solutions, by listening, understanding their circumstances and exploring suitable repayment options. You will be part of a team and will work hard to achieve your own and the department goals. You will provide the best service to all the customers that you speak with, ensuring they are treated fairly, they are listened to, and every effort is made to reach the right solution for their circumstances. Accurately update our systems following each individual customer interaction. Ensure all interactions align with regulatory obligations, internal policies, and the principles of Consumer Duty always acting in the customer's best interests

What you'll bring

Excellent communication skills with the ability to build trust and understanding quickly. Strong IT skills and the ability to use multiple systems accurately. Good numeracy skills to assess, calculate, and agree appropriate payment plans where needed. Effective multitasking and time management to balance call handling with administrative tasks. A proactive, problem-solving mindset, using good judgement to achieve fair outcomes for both the customer and the business. A genuine desire to help customers and ensure they are treated with empathy, clarity, and respect.

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 for you and your family, including virtual GP service, counselling, get fit programmes and more 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