Operations Representative

Hodge; Cardiff; On-site; GBP 24,000 - 30,000; Full time

Job summary

Hodge is seeking an Operations Representative to manage back office administration in support of the Operations team. The role focuses on accuracy and timely processing to help deliver good outcomes to customers.

You will contribute to continuous improvements, handle customer queries by email, and support colleagues during busy periods while upholding a positive, empathetic service culture at Hodge.

Qualifications

• Ability to evidence a passion for getting things right first time.
• Ability to work independently as well as part of a team.
• Demonstrable effective communication skills and problem solving skills.
• Proficiency in using Office 365 applications.

Responsibilities

• Complete all allocated administrative work (e.g. Post, operational reconciliations, payments and other ad hoc duties) accurately and within agreed timescales.
• Investigate and respond to customer queries received via email.
• Communicate with customers in a positive tone of voice, ensuring they are treated with kindness, compassion and empathy especially at times when they really need our help.
• Support the customer facing operational teams during busy periods to ensure Hodge delivers for our customers.
• Follow role specific procedures for all tasks to ensure consistently fair outcomes are delivered for our customers.
• Ensure customer accounts and system records are accurately updated as required.
• Identify when you are unable to complete tasks and escape to the relevant team or role at Hodge (e.g. Team Leader).
• Be relentless in looking for new improved ways to do things to help Hodge to continuously improve.
• Look for ways to support other colleagues and play a key role in making all colleagues feel welcome, ensuring Hodge is a great place to work.
• Be proactive in your personal development and relentless in identifying opportunities for continued development.

Skills

Getting things right first time

Independent and team work

Communication and problem solving

Tools

Office 365

Job description

Do you want to be part of a force for good, helping to make life better for customers and society in the moments that matter? At Hodge, we put people at the heart of our business, and that means our customers, colleagues and communities. Hodge is a Welsh financial services provider focused on real estate finance and specialist residential mortgage markets.

The Operations Representative will operate back office administration, efficiently and accurately, to ensure the Operations team runs smoothly, thereby enabling the delivery of good outcomes to customers. Continuously consider opportunities to improve the way things are done and support other colleagues helping to make Hodge a great place to work.

• Able to evidence a passion for getting things right first time.
• Evidence being able to work independently as well as part of a team.
• Demonstrable effective communication skills and problem solving skills.
• Proficiency in using Office 365 applications.

Key Responsibilities will include:

• Complete all allocated administrative work (e.g. Post, operational reconciliations, payments and other ad hoc duties) accurately and within agreed timescales.
• Investigate and respond to customer queries received via email.
• Communicate with customers in a positive tone of voice, ensuring they are treated with kindness, compassion and empathy especially at times when they really need our help.
• Support the customer facing operational teams during busy periods to ensure Hodge delivers for our customers.
• Follow role specific procedures for all tasks to ensure consistently fair outcomes are delivered for our customers.
• Ensure customer accounts and system records are accurately updated as required.
• Identify when you are unable to complete tasks and escape to the relevant team or role at Hodge (e.g. Team Leader).
• Be relentless in looking for new improved ways to do things to help Hodge to continuously improve.
• Look for ways to support other colleagues and play a key role in making all colleagues feel welcome, ensuring Hodge is a great place to work.
• Be proactive in your personal development and relentless in identifying opportunities for continued development.

Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, media, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.

Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today. We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.

ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We’re currently exploring different certifications available and have done an initial review of how we think we’d fare, as we see this as a real opportunity for Hodge given our social purpose.