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, emails, managing queries and completing processes relating to the calls.

Please note: There may also be an opportunity to focus more on administrative duties alongside making outbound customer calls, rather than answering inbound calls, depending on business needs and your experience.

The Cardiff centre will run on shift rotation Monday to Friday 8am – 5:15pm

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. 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 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

• 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

• 28 days + 8 bank holidays. Option to 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.