Customer Operations Executive

VARGO Group; Cardiff; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Healthcare

Pension

Job summary

Vargo is recruiting a Customer Operations Executive for a specialist mortgage lender in Cardiff. You will support customers throughout the life of their mortgage, combining clear communication with accurate account management and a practical approach to finding the right outcome.

The role focuses on handling enquiries, supporting those in financial difficulty, maintaining records, and ensuring compliance with regulatory requirements to deliver fair customer outcomes.

Qualifications

• Customer servicing or collections experience in regulated financial services.
• Clear communication, sound judgement and confidence handling sensitive customer conversations.
• Strong organisation, attention to detail and confidence using CRM systems and Microsoft Office.
• A secured lending or mortgage background would be particularly useful, including first or second charge products.
• CeMAP would be an advantage but is not essential.

Responsibilities

• Handle customer enquiries across phone, email and other service channels.
• Support customers experiencing financial difficulty or vulnerability, assessing their circumstances and responding with care.
• Maintain accurate customer records and manage servicing requests from customers and third parties.
• Work within regulatory requirements and company procedures to deliver fair customer outcomes.
• Contribute to service targets and improvements to the customer experience.

Skills

Customer service

CRM systems

Microsoft Office

Financial services

Vulnerability handling

Regulatory knowledge

Job description

Customer Operations Executive - Mortgage Servicing

Cardiff | Hybrid - three days on site | Permanent, full-time, 37.5 hours per week

£30,000 salary + 10% bonus, healthcare and pension

Vargo is recruiting a Customer Operations Executive for a specialist mortgage lender in Cardiff. You will support customers throughout the life of their mortgage, combining clear communication with accurate account management and a practical approach to finding the right outcome.

The role

• Handle customer enquiries across phone, email and other service channels.
• Support customers experiencing financial difficulty or vulnerability, assessing their circumstances and responding with care.
• Maintain accurate customer records and manage servicing requests from customers and third parties.
• Work within regulatory requirements and company procedures to deliver fair customer outcomes.
• Contribute to service targets and improvements to the customer experience.

What you will bring

• Customer servicing or collections experience in regulated financial services.
• Clear communication, sound judgement and confidence handling sensitive customer conversations.
• Strong organisation, attention to detail and confidence using CRM systems and Microsoft Office.
• A secured lending or mortgage background would be particularly useful, including first or second charge products.
• CeMAP would be an advantage but is not essential.

Please note: Our client is unable to offer VISA sponsorship for this position. All applicants must have full right-to-work in the UK in order to be considered.