Customer Service

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.

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, sending emails, managing queries and completing processes relating to the calls. The role currently operates on a shift rotation basis, covering our opening hours of Monday to Friday 8am – 8pm and Saturday 8am – 1pm (this may vary in the future dependent on business needs). We also operate a 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 conversations regarding settlement quotations, payments, amending personal details and managing correspondence.
• 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 SLA timeframes.
• Maintain accurate records 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 by identifying opportunities 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 or Contact centre experience.
• Able to demonstrate what 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 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.
• Detail orientated with the ability to work methodically.
• Able to prioritise 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 you will get in return

29 days + 8