Service Desk Agent

JR United Kingdom; Cardiff; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A fast-growth FinTech client in Cardiff is seeking a proactive Service Desk Agent to enhance customer experience. This hybrid role requires experience in service delivery, strong multitasking skills, and the ability to manage support tickets efficiently. Candidates should be ready to start immediately and contribute to operational excellence.

Benefits

Bonus scheme

Excellent benefits

Qualifications

• Proven experience in a service delivery environment.
• Ability to manage and resolve 20-30+ support tickets per day.
• Experience in service payment processing is ideal.

Responsibilities

• Manage inbound and outbound calls, create and resolve service tickets.
• Deliver service delivery against compliance services.
• Work across multiple internal systems and platforms.

Skills

Customer experience skills

Multitasking

Basic troubleshooting

Process improvement

Tools

Ticketing systems

Job description

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Service Delivery Agent / Customer Support / Operations (Anti-Money Laundering & Compliance Services)

We are looking for a proactive and customer-focused Service Desk Agent to join our fast-growth FinTech client in Cardiff to help elevate the customer experience to new heights on a number of new services being established.

We are looking for somebody who has worked in a contact centre, operations department or service delivery environment previously. You should be well versed taking inbound and outbound calls, managing, creating and resolving new service tickets (20-30 per day)

This contract role has been assessed as outside IR35

This role requires a blend of strategic thinking, operational expertise, and analytical skills to drive service quality and customer satisfaction.

Experience required:

• Proven experience in a service delivery environment, demonstrating exceptional customer experience skills.
• Proven experience using ticketing systems (e.g., HubSpot, Zendesk, Freshdesk, or similar)
• Ability to efficiently manage and resolve 20–30+ support tickets per day, maintaining high accuracy and customer satisfaction.
• Strong multitasking skills, with the capability to work across multiple internal systems and platforms simultaneously.
• Basic troubleshooting skills for common technical issues within service delivery.
• Have implemented process improvements that enhance efficiency, effectiveness and quality. Previous experience in service payment processing and chasing would be ideal.
• Ability to manage multiple tasks and meet deadlines in a fast-paced, cross-functional environment.

You will be delivering Service Delivery against specific compliance services so must be able to multi task and work of multiple systems.

This is a hybrid role with 2-3 days minimum office based days per week in Cardiff city centre.

We are looking to fill this role as soon as possible and need candidates who are available to start immediately or within the next two weeks. If you're ready to hit the ground running and are eager to make an impact quickly, we encourage you to apply today! As well as the basic salary, there will be a bonus scheme and excellent benefits

This is an excellent opportunity for individuals who can join our team without delay.

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Services offered are those of both, an employment agency for permanent work and an employment business for the supply of contract staff.