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Contact Centre Admin Specialist

2 weeks ago

Cardiff, Cardiff, United Kingdom Equiniti Full time £18,000 - £50,000 per year

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 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. 

The Role:  Contact Centre Administration Specialist 

Based in our Cardiff city centre offices, this role requires you to provide accurate, timely and customer-focused administration of loan redemptions and related queries, ensuring a smooth end-to-end experience for customers and partners. The role sits within our contact centre and combines administrative processing with clear, confident customer communication.

The role currently  runs on shift rotation of Monday to Friday 8am – 5:15pm (this may vary in the future dependent on business needs).

What you will be doing 

  • Process redemption requests, settlement quotes and account closures accurately and within agreed SLAs.
  • Liaise with customers, brokers, and internal teams (e.g., Payments, Collections, Customer Support) to resolve redemption-related queries.
  • Validate customer information, documentation and payment details to ensure compliance and prevent errors or fraud.
  • Update customer records and workflow systems with clear, complete and timely notes.
  • Produce and send accurate redemption statements and correspondence.
  • Follow operational procedures, FCA/consumer duty standards, and data-protection requirements.
  • Identify trends, issues or barriers and escalate where appropriate to improve processes and customer experience.
  • Support the wider contact centre with overflow customer queries where needed.
  • Promote a culture of continuous improvement by identifying opportunities for improvement 
  • Achieve the performance measures set. These will include quality, productivity, 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 

  • Proven experience in a contact centre for financial services, and/or a high-volume complex, regulated administrative environment.
  • Strong attention to detail with the ability to process data and documents accurately.
  • Clear written and verbal communication skills, confident handling inbound and outbound customer interactions.
  • Ability to work to deadlines, manage multiple tasks, and maintain quality under pressure.
  • Familiarity with loan products, redemptions, or payments processing, including the regulations involved in financial services (desirable).
  • Competent using CRM, telephony and workflow systems; comfortable learning new platforms quickly.
  • A proactive, problem-solving mindset with a focus on delivering fair customer outcomes.
  • Excellent organisational, communication, and interpersonal skills 
  • Confident, flexible, and self-motivated 
  • Articulate with the ability to interact with people at all levels 
  • Able to work proactively under your own initiative 

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. 

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.