Operations Assistant: Back-Office & Customer Support

Hodge Bank; Cardiff; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

Hodge, a Welsh financial services provider focused on real estate finance and specialist residential mortgage markets, seeks an Operations Representative in Cardiff. The role supports the Operations team with back-office administration to help deliver good outcomes for customers.

You will handle administrative tasks, respond to customer queries by email, and assist customer-facing teams during busy periods, maintaining accuracy and a helpful, empathetic approach.

Qualifications

• Ability to evidence attention to detail and accuracy.
• Comfort working independently and as part of a team.
• Good communication skills and problem-solving abilities.

Responsibilities

• Complete all allocated administrative work accurately and within timescales.
• Investigate and respond to customer queries via email.
• Communicate with customers in a positive tone, showing kindness and empathy.
• Support customer-facing operational teams during busy periods.
• Follow role-specific procedures to ensure fair outcomes for customers.
• Ensure customer accounts and records are updated accurately.
• Escalate when tasks cannot be completed to the appropriate team.
• Seek continuous improvements to processes and ways of working.

Skills

Attention to detail

Independent worker

Communication & problem solving

Tools

Office 365

Job description

Hodge, a Welsh financial services provider focused on real estate finance and specialist residential mortgage markets, seeks an Operations Representative in Cardiff. The role supports the Operations team with back-office administration to help deliver good outcomes for customers.

You will handle administrative tasks, respond to customer queries by email, and assist customer-facing teams during busy periods, maintaining accuracy and a helpful, empathetic approach.