Customer Service Agent job opportunity at Equiniti Group plc.

Home Jobs In United Kingdom Tag: Job Customer Service Agent position at Equiniti Group plc


DateMore Than 30 Days Ago bot
Equiniti Group plc Customer Service Agent
Experience: 5-years
Pattern: full-time
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loacation Cardiff - One Capital Quarter, United Kingdom
loacation Cardiff - One ..........United Kingdom

Management Level I 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 epitomi s e 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 –   8 pm   and Saturday 8am – 1 pm     ( 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. 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  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     2 9   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.      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.    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.

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