Operations Assurance Specialist in Cardiff

We are looking to hire an Operations Assurance Specialist. In this role you will ensure successful delivery of assurance processes, working with Homes England and undertaking contractual assurance activity to validate Key Performance Indicators (KPIs) and Performance Indicators (PIs).

What You Will Be Doing

• Lead comprehensive assurance reviews of customer interactions to ensure adherence to client minimum standards, Lenvi minimum standards and contractual KPI/PIs.
• Analyse customer interactions, performance metrics and other key datasets to demonstrate adherence to required standards, identify areas for improvement and develop performance improvement plans where necessary.
• Develop, implement, and continuously improve assurance processes and methodologies, enhancing operational efficiency and effectiveness.
• Provide proactive support and guidance to Team Leaders, Deputy Team Leaders and Agents to support performance improvement on any identified compliance or adherence issues.
• Complete client returns and client reporting that details contact centre performance.
• Attend client meetings to convey the output of assurance work.
• Prepare and deliver detailed reports and presentations on assurance outcomes, providing actionable recommendations to senior management.

What We Would Like to See from Your Application

• Experience with day-to-day contact centre operations and the demands of a multichannel contact centre.
• Understanding of performance metrics within the context of a mortgage servicing contact centre.
• Experience in tracking and improving performance against contractual obligations and KPIs.
• Excellent analytical abilities and problem‐solving skills, with a strong eye for detail.
• Proven capability to thrive in fast‐paced environments, meeting tight deadlines while maintaining high standards.
• Strong communication and interpersonal skills, with the ability to engage and influence senior stakeholders.
• Understanding of the contract management process.
• Experience in an assurance role, particularly within secured and regulated financial assets.
• Familiarity with quality assurance frameworks and risk management methodologies.

What You Will Get in Return

• Save For Your Future – Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%.
• All Employee Long Term Incentive Plan (LTIP) – Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.
• Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhanced cover.
• Employee discounts – Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
• Flexible Benefits – Purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
• Time Off – Typically 28 days holiday + bank holidays, 2 volunteer days to get involved with a charity of your choosing.
• Winning together – Equiniti ICON award vouchers; recognising individuals going above and beyond to help the business succeed.

Our Diversity Statement

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.

EEO Statement

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.