Management Level

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.

Our Value Statement

We epitomize 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.

Based in our Cardiff city centre offices, this role will see you dealing with the day-to-day customer demand within our Redemptions department, reporting to the Redemptions team leader.

You will be responsible for managing the day-to-day Redemption queries. This will involve answering inbound telephone calls, emails and managing queries and processes relating to the calls.

Flexibility

The role is hybrid meaning there will be a flexibility to work from home, but this will be in line with your teams needs and at the discretion of the Operations Manager & business needs.

The Cardiff centre run on a shift rotation Monday to Friday 8am -8pm, Saturday 9am- 1pm and will be closed Sundays and Bank Holidays, flexibility will be key.

What you will be doing

You will speak to customers who have queries on their Help to Buy 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.
• 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 would like to see from your application

• Customer service or contact centre experience.
• Able to demonstrate what is needed to provide fantastic customer service.

• An understanding of the regulators involved in financial services.
• Experience in communicating effectively with the confidence to make outbound calls 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’ll 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.
• Matched pension scheme (e.g., you pay in 6%, EQ pay in 6%), up to 10% each side (20% in total).

Lenvi’s 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.

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.

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.