Customer Resolution Agent

Management Level

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.

We epitomise 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.

The Complaints Team has responsibility for dealing with FCA regulated, non-regulated, standard and complex complaints across a range of products. This includes responding to complaints in accordance with the regulatory time frames mandated by the FCA. You will be responsible for the timely investigation, review and response of complaints.

• 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 database 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.

• A minimum of 2 years 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.
• Dependable and trustworthy.
• Adept at building strong relationships, with the ability to integrate into an existing team.
• Detail oriented with the ability to work methodically.
• Able to prioritize tasks and workload to meet tight deadlines in a frequently changing environment.
• Able to work proactively under your own initiative.
• Adept at solving problems and possess strong analytical skills.

• 29 days’ annual leave plus bank holidays, with the option to buy more.
• Up to 10% pension matching to help you save for your future.
• An allowance towards flexible and financial benefits – purchase extras like tech, travel insurance, Private Medical, Holiday purchasing, Life assurance at 4x with option to increase, Employee discounts and cashback.
• Health & Wellbeing platform - counselling, legal and wellbeing support.
• Two paid volunteer days each year.
• Dedicated Learning & Development opportunities.
• Value bonus scheme recognising colleagues who go above and beyond.
• Discretionary bonus schemes.
• Employee referral scheme.

At Lenvi, we prioritise a healthy work-life balance and embrace diversity to fuel innovation and creativity. We encourage flexible working arrangements and welcome individuals from all backgrounds to join our team.

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.