Customer Support Advisor (12m FTC)

LendInvest; Glasgow; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Hybrid work policy

Private healthcare

25 days holiday

Pension contributions

Life assurance

Regular performance reviews

Cycle to work scheme

Mental health support

Discounts via Perkbox

Annual offsite

Job summary

LendInvest is the UK’s leading FinTech platform for property finance. We’re looking for a Customer Support Advisor who will be the voice of our company, delivering empathetic support and practical solutions to customers, including those facing financial difficulty.

The role combines telephony-based service with clear communication, aiming to resolve issues, escalate where needed, and maintain accurate records.

Qualifications

• Experience in telephony-based customer service required.
• Finance or banking sector experience is a major advantage.
• Strong verbal and written communication skills; ability to explain complex terms.
• Ability to handle high-stress situations calmly and professionally.

Responsibilities

• Assist customers with mortgage or account-related queries.
• Support customers experiencing financial difficulty and set up sustainable options with empathy.
• Support vulnerable or long-term customers to ensure they get the most from the service.
• Resolve complaints and escalate complex issues when required.
• Maintain precise records of all interactions and ensure follow-up actions are scheduled.

Skills

Telephony-based customer service

Finance/Banking experience

Excellent communication

Empathy and problem solving

Job description

LendInvest is the UK’s leading FinTech platform for property finance. Over the past 17 years, we have grown from just our two founders to a team of over 200 working to make property finance simple for everyone.

A workplace culture built around trying new things, getting things done, and having fun while we do it has helped us lend more than £7.5 billion of mortgages, put thousands of new or improved homes into the UK housing market, and successfully launch on the London Stock Exchange. We have big plans to continue growing the business, our products, our technology, and our people.

We operate a hybrid working policy across our business to ensure we offer flexibility that is balanced with in-person collaboration. Our teams spend three days per week in the office and two days working remotely.

About your work

We’re looking for a Customer Support Advisor who is more than just a "problem solver." You’ll be the voice of our company, providing a mix of empathetic support, practical solutions, and high-level care to our customers.

This position is ideal for someone who has experience in delivering excellent customer service ideally from a telephony background. The successful candidate will be responsible for delivering great customer service and supporting customers experiencing financial difficulty, identifying and resolving complaints and supporting our vulnerable customers.

Please note this is a 12 month fixed term contract.

Key Responsibilities

• Assist customers with mortgage or account-related queries.
• Support customers who are experiencing financial difficulty. You’ll work with them to understand their situation and set up sustainable options with empathy.
• Support our vulnerable or long-term customers to ensure they are getting the most out of our service and feel supported.
• Resolve complaints and elevate complex issues when required.
• Maintain precise records of all interactions, ensuring customer accounts are updated and follow-up actions are scheduled.

About you

• Previous experience in a telephony-based customer service role (Finance or Banking experience is a major advantage).
• Ability to remain calm and professional when dealing with high-stress situations.
• Excellent verbal and written communication, with the ability to explain complex terms to customers.
• Comfortable navigating multiple systems and databases simultaneously.

Benefits & perks

• Competitive salary + company bonus scheme
• Hybrid working policy
• 25 days holiday (increasing with the length of service)
• Private healthcare
• Enhanced parental leave
• Matched pension contributions up to 4%
• Critical illness cover
• Employee Assistance Programme & Mental Health support
• Life assurance
• Regular performance reviews to promote a culture of growth and development
• Leadership training for managers
• Give as you earn scheme for charitable donations
• Support for attending conferences and professional learning & development
• Discounts via Perkbox
• Cycle to work scheme
• YellowNest Childcare
• Electric car loan scheme
• Monthly socials & annual offsite

Diversity, Inclusion & Belonging at LendInvest

At LI we believe in bringing your whole selves to work, and we are committed to a culture of belonging where individuals can form a genuine community. We are proud to be an equal opportunities employer and are committed to building a team that represents a variety of backgrounds, perspectives and skills.

We are happy to discuss and implement reasonable adjustments to support candidates throughout the recruitment process.