Job Description

Management Level


I
We are Lenvi and we are passionately committed to becoming the go-to credit and analytics platform in our chosen markets, we will achieve this through unwavering focus on our people, product, and clients.aEUR





We service a range of clients in the UK, Europe and the United States providing lending platforms and analytics capabilities to both commercial and consumer-focused businesses across a range of asset classes including invoice discounting, retail finance, unsecured lending, SME funding and mortgages.


aEUR

Our Values Statement

aEUR


We epitomi s e 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.aEUR

The Role

aEUR


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 , making outbound customer calls , sending emails, managing queries and completing processes relating to the calls.aEUR





The role currently operates on a shift rotation basis, covering our opening hours of Monday to Friday 8am - 8 pm and Saturday 8am - 1 pm aEUR ( this may vary in the future dependent on business needs) . aEUR We also operate a hybrid working model , which is currently 3 days a week in the office.

What you will be doing

aEUR


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:aEUR Have great conversations with our customers over the phone and through emailaEUR Gather and collate necessary information and documentation from various systems to fulfil customer requests and action document updates to customers and 3rd partiesaEURaEUR Communicate effectively with customers and clients to acknowledge receipt of their requests, provide updates, and deliver responses within SLA timeframes .aEUR Maintain accurate records of all requests and actions taken to process themaEUR Treat our customers fairly ensuring they have a fair and compliant outcomeaEUR Promote a culture of continuous improvement by identifying opportunities for improvementaEUR Work within our standard practices & proceduresaEUR Achieve the performance measures set. These will include quality, avoidable complaints, avoidable events & behavioursaEUR Understand our customers queries and dealing with it in line with HE's policies and procedures. aEUR

What we are looking for from you

aEUR


Customer service experienceaEUR or Contact centre experienceaEUR Able to demonstrate what is needed to provide fantastic customer service experienceaEUR Excellent organisational, communication, and interpersonal skillsaEUR An understanding of the regulators involved in financial servicesaEUR Knowledge of GDPR.aEUR Experience in a similar role is desirableaEUR Experience in communicating effectivelyaEUR Confident in outbound calling to customersaEUR Confident, flexible, and self-motivatedaEUR Articulate with the ability to interact with people at all levelsaEUR A fast learner with the ability to acquire knowledge swiftly, work with the knowledge and pass it on as necessaryaEUR Able to overcome objections and conflicts, proposing suitable methods of rectificationaEUR Detail orientated with the ability to work methodicallyaEUR Able to prioritise tasks and workload to meet tight deadlines in a frequently changing environmentaEUR Able to work proactively under your own initiativeaEUR Adept at solving problems and possess strong analytical skills aEUR

What you will get in return

aEUR


2 9 days + 8 bank holidays. Option to buy more days through salary sacrifice.aEUR A cash payment annually towards flexible benefits, e.g., dental insurance, gym membership, the above extra holiday etc.aEUR x4 Life Assurance.aEUR Company sick pay (2 months full pay, 2 months half, following probation).aEUR Matched pension scheme (e.g., you pay in 6%, EQ pay in 6%), up to 10% each side (20% in total).aEUR Discounts with major retailers (EQ Wins).aEUR Maternity or adoption leave of 3 months full pay, with return-to-work bonus / 2 weeks paid paternity leave.aEUR

Our Diversity Statement

aEUR


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 welcome applications from anyone, with any background.aEUR


We are committed 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.