Customer Resolution Agent in Cardiff

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, SME funding and 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.

Role Summary

The Complaints Team has responsibility for dealing with FCA regulated, non-regulated, standard and complex complaints across a range of products. This includes responding to complaints in accordance with the regulatory timeframes mandated by the FCA. You will be responsible for the timely investigation, review and response of complaints.

What you will be doing

• Investigate and resolve customer complaints received via multiple channels;
• Liaise with operational areas and third parties to enable the resolution of customer concerns;
• Work constructively with colleagues to improve processes and working methods;
• Maintain an appropriate level of technical knowledge and process knowledge in order to respond to complaints and queries efficiently;
• Maintain accurate central database log of all complaint activity and accurately update the complaint management system;
• Carry out detailed investigation to establish the root cause of the complaint and ensure that any breaches are identified and highlighted to the business area responsible for reporting;
• Meet individual customer needs and liaise with them via their preferred method (telephone, e-mail, letter) to regularly update them on their complaint progress, resolving their complaint effectively and efficiently whilst reaching a fair outcome and adhering to TCF;
• Working within strict procedural and regulatory guidelines.

What we would like to see from your application

• A minimum of 2 years experience, working within a FCA regulated complaints environment.
• Deep understanding of the regulators including ICO, FCA, OfCom.
• Experience in communicating effectively.
• Must be confident, flexible, independent and self-motivated.
• Presentable and articulate with the ability to interact with people at all levels.
• A fast learner with the ability to acquire knowledge swiftly, work with the knowledge and pass it on as necessary.
• Able to overcome objections and conflicts, proposing suitable methods of rectification.
• Dependable and trustworthy.
• Adept at building strong relationships, with the ability to integrate into an existing team.
• Detail orientated with the ability to work methodically.
• Able to prioritize tasks and workload to meet tight deadlines in a frequently changing environment.
• Able to work proactively under your own initiative.
• Adept at solving problems and possess strong analytical skills.

What we offer you in return

• 29 days’ annual leave plus bank holidays, with the option to buy more.
• Up to 10% pension matching to help you save for the future.
• A flexible benefits allowance you can use on extras such as tech, travel insurance, private medical cover, additional life assurance, holiday purchase, and employee discounts and cashback.
• Access to a health and wellbeing platform with counselling, legal advice and wellbeing support.
• Two paid volunteering days each year.
• Learning and development opportunities to support your growth.
• A Value Bonus scheme recognising colleagues who go above and beyond.
• Discretionary bonus opportunities.

Our Diversity Statement

At Lenvi, we prioritise a healthy work-life balance and embrace diversity to fuel innovation and creativity. We encourage flexible working arrangements and welcome individuals from all backgrounds to join our team.

Please note: Any offer of employment is subject to satisfactory pre-employment screening checks. These checks consist of 5-year activity referencing & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.