Customer Resolution Agent

Management Level

Job Title : Customer Resolution Agent

Business Function/ Department : Complaints

Reporting to : Complaints Manager

We are Lenvi and we are passionately committed to becoming the go-to credit and analytics platform in our chosen markets, we will achieve this through unwavering focus on our people, product, and clients.

We service a range of clients in the UK, Europe and the United States providing lending platforms and analytics capabilities to both commercial and consumer-focused businesses across a range of asset classes including invoice discounting, retail finance, unsecured lending, SME funding and mortgages.

Our Values Statement

We epitomize the values of being bold, insightful, energetic, and curious. Embracing calculated risks, thinking deeply, bringing enthusiasm, and constantly seeking knowledge. These values fuel our innovative spirit, drive our growth, and enable us to make a positive impact on our stakeholders.

We are looking to hire a Customer Resolution Agent to join our team in Leeds, this role will see you responsibility for dealing with FCA regulated, non -regulated, standard and complex complaints across the range of Homes England help-to-buy products. You will be responsible for the timely investigation, review and response of complaints.

What You will be doing

• Investigate and resolve customer complaints received via multiple channels.
• Liaise with operational areas and third parties to enable the resolution of customer concerns.
• Work constructively with colleagues to improve processes and working methods.
• Maintain an appropriate level of technical knowledge and process knowledge in order to respond to complaints and queries efficiently.
• Maintain accurate central data base log of all complaint activity and accurately update the complaint management system.
• Carry out detailed investigation to establish the root cause of the complaint and ensure that any breaches are identified and highlighted to the business area responsible for reporting.
• Meet individual customer needs and liaise with them via their preferred method (telephone, e-mail, letter) to regularly update them on their complaint progress, resolving their complaint effectively and efficiently whilst reaching a fair outcome and adhering to TCF.
• Working within strict procedural and regulatory guidelines.

What we would like to see from your application

• ' experience, working within a FCA regulated complaints environment.
• Deep understanding of the regulators including ICO, FCA. Ofcom.
• Experience in communicating effectively.
• Must be confident, flexible, independent and self-motivated.
• Presentable and articulate with the ability to interact with people at all levels.
• A fast learner with the ability to acquire knowledge swiftly, work with the knowledge and pass it on as necessary.
• Able to overcome objections and conflicts, proposing suitable methods of rectification.
• Skilled at building strong relationships, with the ability to ingrate into an existing team.
• Detail orientated with the ability to work methodically.
• Able to prioritize tasks and workload to meet tight deadlines in a frequently changing environment.
• Adept at solving problems and possessing strong analytical skills.

What you will get in return

• Save For Your Future - Pension Plan; we match your pension contributions up to 10%
• All Employee Long Term Incentive Plan (LTIP) – Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.
• Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.
• Employee discounts – Discounts and cashback at your favourite high street stores through our
• EQ Wins Platform.
• Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more. Time Off – Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
• Winning together – Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.

Our Diversity Statement

At Lenvi we encourage individuals from all walks of life, without exception, to join our team. We know diversity fuels innovation and creativity, so we welcome applications from anyone, with any background.

Please note: Any offer of employment is subject to satisfactory pre-employment screening checks. These checks consist of 5-year activity referencing & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

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. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.