Customer Service Agent

Equiniti; Cardiff; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

29 days leave + bank holidays

Pension matching (up to 10%)

Flexible benefits allowance

Job summary

Lenvi, based in Cardiff, seeks a proactive customer service advisor to assist clients through their loan journey. You will handle inquiries by phone and email, guide payments and account updates, and deliver clear, compliant solutions.

A customer-first mindset, strong communication, and ability to learn quickly are essential. You’ll work in a friendly team with hybrid flexibility (home on Mondays and Fridays; shifts Mon-Fri 8am-8pm, Sat 9am-1pm).

Qualifications

• Experience in customer service, preferably in financial services.
• Strong verbal and written communication skills.
• Ability to learn detailed information quickly and accurately.
• Natural problem-solver with a customer-first mindset.
• Capable of juggling multiple tasks in a busy setting.

Responsibilities

• Chat with customers via phone and email about loans, payments, and updates.

Skills

Customer service

Clear communication

Fast learner

Problem solving

Prioritisation

Self-motivation

Job description

Lenvi is one of the UK’s leading providers of loan management platforms for the financial services sector. Our technology and expertise help lenders solve complex challenges, from attracting and retaining customers to managing risk and improving efficiency. We are redefining the future of lending through innovative technology, deep industry expertise, and customer centric solutions.

About the Role

Based right 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, someone who listens, solves problems, and makes things simple.

From answering questions about loans to guiding customers through important updates, you’ll be at the centre of it all.

What your working week looks like

• Work from home: Monday & Friday
• Monday–Friday: 8am–8pm (rotational shifts)
• Saturday: 9am–1pm

What You’ll Be Doing

No two days are the same—here’s a glimpse of your role:

• 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

What We’re Looking For

We’re after someone who brings energy, empathy, and a can-do attitude:

• 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 Here

• 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

When you join Lenvi, you’ll benefit from:

• 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.

Ready to take the next step?

If you love helping people and thrive in a fast-paced environment, we’d love to hear from you.

Equal Opportunity Statement

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.