Customer Service Agent

About the role

Based right in the heart of Cardiff, you'll be part of a friendly, customer-focused team helping people through key moments in their property ownership journey. Think of yourself as their go-to expert, someone who listens, solves problems, and makes things simple. From answering questions about loans to guiding customers through important updates, you'll be at the centre of it all. What your working week looks like We believe in balance! Here's how your week will look: 🏢 Office days: Tuesday, Wednesday, Thursday 🏠 Work from home: Monday & Friday Shift patterns: Monday-Friday: 8am-8pm (rotational shifts) Saturday: 9am-1pm Sundays & Bank Holidays: closed 🎉

Responsibilities

• No two days are the same-here's a glimpse of your role:
• Chat with customers via phone and email, answering queries about loans, payments, and account updates
• Help with settlement quotes, correspondence, and personal detail amendments
• Deliver fair, clear, and compliant solutions every time
• Spot ways to improve processes and share your ideas
• Stay on top of quality standards and performance goals
• Work within guidelines while always putting the customer first

Requirements

• We're after someone who brings energy, empathy, and a can-do attitude:
• Experience in customer service (financial services is a bonus!)
• Confident communicator-whether on the phone or in writing
• Quick learner who can grasp detailed information fast
• Natural problem-solver with a customer-first mindset
• Able to juggle priorities in a busy environment
• Positive, proactive, and self-motivated
• Why You'll Love It Here
• A supportive team that celebrates wins together
• A role where you can make a real difference to customers' lives
• Opportunity to grow, learn, and develop your career
• Flexibility to balance office collaboration with home comfort
• When you join Lenvi, you'll benefit from:
• 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.
• An employee referral scheme.
• Ready to take the next step?
• If you love helping people and thrive in a fast-paced environment, we'd love to hear from you. Apply now and start your journey with us!
• 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.

Benefits

Additional Information

Management Level I Lenvi is one of the UK's leading providers of loan management platforms for the financial services sector. Our technology and expertise help lenders solve complex challenges, from attracting and retaining customers to managing risk and improving efficiency. We are redefining the future of lending through innovative technology, deep industry expertise, and customer centric solutions.

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