What you'll do:
Based in our Cardiff city centre office, this is an exciting opportunity for a highly organised, empathetic and customer focused individual to take on a hybrid role; combining administration, post-handling and vulnerable customer support.
Key responsibilities and objectives:
Post & Administration
- Manage all incoming and outgoing post for the office, including:
o Opening, scanning and distributing post to relevant teams
o Printing and issuing customer communications
- Process tracked mail and arrange recorded deliveries (UK and offshore)
- Complete external uploads linked to regulatory customer communications
- Manage return-to-sender mail
- Record and distribute cheques, including deposits at local branches
- Provide general administrative and facilities support
- Liaise with internal teams and external suppliers
- Manage onsite access for internal and external employees
Vulnerable Customer & Case Support
- Support the Vulnerable Customer Team with case management activities
- Review customer accounts and support case progression
- Make outbound calls to customers, including those in vulnerable circumstances, to:
- Gather relevant information
- Provide updates on their cases
- Support the fair and appropriate resolution of their circumstances
- Support customers through email-based communication
- Handle sensitive conversations with empathy and professionalism
- Ensure all case activity and customer interactions are recorded accurately
- Support the delivery of fair customer outcomes in line with regulatory expectations and Consumer Duty
What You’ll Need
- Experience in an administration or customer support role
- Confident handling customer conversations, including over the phone
- Strong organisational and time management skills
- High attention to detail and accuracy
- Working knowledge of Consumer Duty and supporting vulnerable customers is desirable
- Self-starter who can manage competing priorities
- Proficient in Microsoft Outlook, word and excel.
- Comfortable working across multiple systems
- Strong communication skills, both written and verbal
- Resilient and able to work in a fast-paced environment
- Empathetic and customer-focused, particularly when supporting vulnerable individuals
What's in it for you?
- A competitive salary
- Flexible, hybrid working opportunities
- Company bonus scheme - if the business does well, you should get rewarded for your hard work
- 25 days' annual leave, (plus bank holidays) increasing to 27 after two years service and 30 after five – your balance starts from day one, so don’t delay and start planning your time off!
- Company pension scheme – we provide an enhanced pension scheme with generous employer contributions to set you up for the future which includes life cover of 4x your base salary
- Eye test – you can claim a freebie each year, or if your needs change
- Employee Assistance Programme - we offer membership to a recognised scheme to support you and your wellbeing
- A strong ethos of equality, diversity, and inclusion
- Wide business exposure, in terms of business disciplines, projects and stakeholders
- Direct contribution to business transformation and growth
- Huge learning and career progression opportunities
- Being valued as an individual from our team
- Full training, support and mentoring to develop a successful career in financial services
Like what you’ve heard? Great - apply now!
As a candidate, we know the interview process can be daunting and it’s important that you have a great experience with us. We will do all we can to make sure you are fully informed and excited by our story so we get to see the best from you. If you need any adjustments made to help you with the interview process, just let us know and we’ll do our best to accommodate them.
Following your application, we will want to learn more about you, your motivations, experiences, and values. In turn, you get to learn about our business, our culture, the role and what we can offer you.
If you think you’d be great for the role, but don’t necessarily tick all the boxes, we’d still love to hear from you, so apply today and take the first step towards an exciting future!
Equal Opportunity Employer
At 118 118 Money we are passionate about equality, diversity, and inclusion. We are committed to being representative of different cultures, background, lifestyles, and groups, where everyone has an equal chance to succeed. It is our policy to treat everyone fairly and to ensure no one is disadvantaged or receives less favourable treatment. We recognise that everyone has different needs and while we can’t accommodate every flexible working request we are more than happy to have a conversation about it.
How we handle your data
118 118 Money requires your personal data to process your application for a position within our Company. If your application is successful through to telephone screening/interview, and you are not selected for a role, we may store your personal data for 12 months to enable our HR team to contact you should future roles be advertised.
Where you apply, but are not selected for telephone screening/interview, we will delete your personal data once the position is filled.
118 118 Money does not use automated decisioning or profiling when selecting candidates.
For your rights under GDPR please see our Privacy Policy
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, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements
Job Types: Full-time, Permanent
Pay: Up to £24,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Life insurance
- Sick pay
Ability to commute/relocate:
- Cardiff CF10 4BZ: reliably commute or plan to relocate before starting work (required)
Experience:
- administration: 2 years (required)
- Customer service: 2 years (required)
Work Location: Hybrid remote in Cardiff CF10 4BZ
