Customer Services Representative (12 months FTC)

Do you want to be part of a force for good, helping to make life better for customers & 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 service provider that focus on commercial lending, and specialist residential mortgage markets.

Your role is to be the voice of the Hodge brand in all your interactions with our customers. Your focus will be to deliver low effort experiences by treating customers as individuals and communicating in a positive, can do tone of voice. You will also be expected to be a key contributor in sharing ideas and solutions on how our processes by design should create low effort.

Behaviours and Values: 

Our purpose is to make life better for customers and society in the moments that matter. At all levels of the organisation, we foster an environment where our organisation values are an integral element of our day to day working practices.

Desirable experience: 

• Strong experience of creating low effort customer service experiences.

In return we offer:

• Salary: £23,470
• 12 Months Fixed Term Contract
• Based in Cardiff City Centre operating in a flexible Hybrid workspace.
• Private Medical & Health Insurance
• 28 days Holiday with the option to buy more + additional days based on the length of service.
• Subsidised Gym Membership.
• Extensive learning and development programme
• Generous, personalised benefits package
• Company pension contribution up to 15%
• 4 days on top of annual leave for community and charity work
• Flexible working options

Key responsibilities will include:

1. You will be required to live and breathe our Hodge values in your day to day interactions with our customers (Bold Flexibility, Genuine Empathy, Bold Flexibility).
2. You can communicate in a positive tone of voice, turning difficult conversations into positive experiences for our customers. Where you don’t know the answer, you show your curious side and work with your colleagues, your Continuous Improvement Coach and your Team Leader to find out the answer.
3. When customers complain, you make every effort to fix their concern and leave them with a positive view of our brand. When customers insist on escalating their complaint, your handover to your Continuous improvement Coach ensures that they can deliver an effortless experience.
4. You take on and act on feedback and coaching from your Continuous Improvement Coach and your Team Leader in a positive way. You also use our quality framework as a guide when having conversations with our customers.
5. As well as handling our customers enquiry ‘in the moment’ you are also looking ahead to what will happen next in our customers journey, so they are clear what they can expect from being a customer of Hodge, leaving the call thinking ‘that was easy’.
6. You know our customers better than anyone in the business, so you will shout and share where we can do things better for our customers. Whether that be a process that creates effort, a gap in our systems, or a product that may make our customers lives better, we want you to shout about this and escalate to your Team Leader and Continuous Improvement Coach.
7. Undertake any other reasonable tasks as and when requested by senior management.
8. Develop and maintain an up-to-date knowledge of Compliance & Risk regulatory and legislative information related to Group products and services (e.g. PRA/FCA rules, Data Protection, Money Laundering, etc.), as advised by line management.
9. Support the risk culture of the organisation by taking personal responsibility for identifying and managing risks in everything you do.

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.

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.