Customer Service Agent

Lenvi is a leading provider of loan management platforms for the financial services sector.

About the Role

Based 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, one who listens, solves problems, and makes things simple.

What Your Working Week Looks Like

Office days: Tuesday, Wednesday, Thursday.
Work from home: Monday and Friday.
Shift patterns: Monday-Friday 8am-8pm (rotational); Saturday 9am-1pm; Sundays & bank holidays: closed.

What You'll Be Doing

• 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

We're Looking For

• 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

• 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

Benefits

• 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

Equal Opportunities

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.

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!