Job Title: Operations Administrator
Working Pattern: Monday to Friday either 8am to 4pm or 9am to 5pm (with a 45-minute lunch break). Contractual hours will state Monday to Saturday between 8am to 7pm.
Salary: up to £23,500 dependent on experience and up to 20% bonus and benefits
Location: Cardiff, hybrid working

• Responding to inbound requests from customers and authorised third parties ensuring replies are sent accurately within departmental service levels.
• Ensure regulatory correspondence is issued to customers accurately and correctly in accordance with regulatory requirements (including but not limited to redemption quotations and annual statements).
• Completion of daily tasks in accordance with departmental service levels.
• Support the Operations Leaders with the completion of departmental control reports to ensure that departmental risks are mitigated.
• Communicate with authorised third parties (including third party firms acting on behalf of the customer) including proactively obtaining updates regarding the customers circumstances (including but not limited to debt advice agencies, IVA practitioners and solicitors)
• Ensuring detailed and accurate customer records are maintained at all times.
• Identify customer situations that may require specialist handling (e.g. complaints, vulnerability, fraud) and refer these where appropriate.
• Knowledge and practical application of handling customer complaints, to include identifying complaints, logging and investigating with an aim to putting a resolution in place.
• Knowledge and practical application of dealing with vulnerable customers at first point of contact to ensure their specific needs are understood and they are treated with care and consideration.
• Ensure that all customer contact (letter and email) is completed to Company standards with adherence to internal policy and procedures and that the principles of TCF are consistently upheld with all customers.
• Attain and maintain own competence to Group Training and Competence Framework demonstrated by ongoing adherence.
• Proactively challenge existing processes and take ownership for implementing positive changes which are within own span of control.
• Keep up to date with all Company/regulatory changes particularly those which affect own business area.
• Actively contribute to the achievement of the Company Balance Scorecard objectives and demonstrating Company values in everything you do.
• Adherence to and promotion of a culture of treating our customers fairly to deliver fair outcomes