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- Tasks: Engage with customers via phone and email, resolving queries about loans and payments.
- Company: Join Lenvi, a dynamic credit and analytics platform serving clients across the UK, Europe, and the US.
- Benefits: Enjoy 28 days holiday, flexible benefits, life assurance, and discounts with major retailers.
- Why this job: Be part of a bold and innovative team that values curiosity and continuous improvement.
- Qualifications: Strong communication skills and a passion for customer service; experience in a similar role is a plus.
- Other info: Diversity is celebrated here; we welcome applicants from all backgrounds.
The predicted salary is between 24000 - 36000 £ per year.
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.
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, SMEfundingand mortgages.
Our Values Statement
We epitomise 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, making outbound customer calls,sendingemails, managingqueriesand completing processes relating to the calls.
The role currentlyoperateson a shift rotationbasis, covering our opening hoursof Monday to Friday 8am –8pmand Saturday 8am – 1pm(this may vary in the future dependent on business needs).We alsooperatea hybrid working model, which is currently 3 days a week in the office.
What you will be doing
You will speak to customers who have queries on their loan. Typically, you will have conversationsregardingsettlement quotations, payments, amending personal details and managing correspondence. In addition, you will:
Have great conversations with our customers over the phone and through email
Gather and collate necessary information and documentation from various systems to fulfil customer requests and action document updates to customers and 3rd parties
Communicate effectively with customers and clients to acknowledge receipt of their requests, provide updates, and deliver responses within SLAtimeframes.
Maintainaccuraterecords of all requests and actions taken to process them
Treat our customers fairly ensuring they have a fair and compliant outcome
Promote a culture of continuous improvement byidentifyingopportunities for improvement
Work within our standard practices & procedures
Achieve the performance measures set. These will include quality, avoidable complaints, avoidable events & behaviours
Understand our customers queries and dealing with it in line with HE’s policies and procedures.
What we are looking for from you
Customer service experience orContact centre experience
Able todemonstratewhat is needed to provide fantastic customer service experience
Excellent organisational, communication, and interpersonal skills
An understanding of the regulators involved in financial services
Knowledge of GDPR.
Experience in a similar role is desirable
Experience in communicating effectively
Confident in outbound calling to customers
Confident, flexible, and self-motivated
Articulate with the ability to interact with people at all levels
A fast learner with the ability toacquireknowledge swiftly, work with the knowledge and pass it on as necessary
Able to overcome objections and conflicts, proposing suitable methods of rectification
Detail orientated with the ability to work methodically
Able to prioritise tasks and workload to meet tight deadlines ina frequentlychanging environment
Able to work proactively under your own initiative
Adept at solving problems andpossessstrong analytical skills
What you will get in return
29days + 8 bank holidays.Optionto buy more days through salary sacrifice.
A cash payment annually towards flexible benefits, e.g., dental insurance, gym membership, the above extra holiday etc.
x4 Life Assurance.
Company sick pay (2 months full pay, 2 months half, following probation).
Matched pension scheme (e.g., you pay in 6%, EQ pay in 6%), up to 10% each side (20% in total).
Discounts with major retailers (EQ Wins).
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 allwalks of life, without exception, to join our team. We know diversity fuels innovation and creativity, so we welcome applications from anyone, with any background.
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.
Customer Service Agent employer: Equiniti
Contact Detail:
Equiniti Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent
✨Tip Number 1
Familiarise yourself with the financial services regulations and GDPR, as these are crucial for a Customer Service Agent role. Understanding these will not only help you in your day-to-day tasks but also show your commitment to compliance during interviews.
✨Tip Number 2
Practice your communication skills by engaging in mock conversations or role-playing scenarios. This will prepare you for the types of customer interactions you'll face, especially when handling queries about loans and payments.
✨Tip Number 3
Research Lenvi's values and culture thoroughly. Be ready to discuss how your personal values align with being bold, insightful, energetic, and curious, as this will demonstrate that you're a good fit for their team.
✨Tip Number 4
Prepare examples from your past experiences where you've provided excellent customer service or resolved conflicts effectively. This will help you illustrate your problem-solving skills and ability to handle objections during the interview process.
We think you need these skills to ace Customer Service Agent
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Customer Service Agent position. Tailor your application to highlight how your skills and experiences align with what Lenvi is looking for.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in customer service or similar roles. Use specific examples to demonstrate your ability to handle customer queries effectively and your understanding of financial services regulations.
Showcase Your Skills: Make sure to showcase your organisational, communication, and problem-solving skills in your application. Provide examples of how you've successfully managed customer interactions and resolved issues in the past.
Personalise Your Application: Address your cover letter to the hiring manager if possible, and express your enthusiasm for the role and the company. Mention Lenvi's values and how they resonate with you, showing that you are a good cultural fit.
How to prepare for a job interview at Equiniti
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service roles. Be prepared to discuss specific examples of how you've handled customer queries, resolved conflicts, and provided excellent service.
✨Understand the Company Values
Familiarise yourself with Lenvi's values of being bold, insightful, energetic, and curious. During the interview, demonstrate how you embody these values in your work ethic and approach to problem-solving.
✨Prepare for Common Scenarios
Think about common customer service scenarios you might encounter in this role, such as dealing with difficult customers or managing multiple queries at once. Practice your responses to these situations to show your readiness.
✨Ask Insightful Questions
Prepare thoughtful questions to ask the interviewer about the role, team dynamics, and company culture. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
