Contact Centre Admin Specialist

Equiniti Trust Company, LLC; Cardiff; On-site; GBP 22,000 - 27,000; Full time

Job summary

A leading financial services provider is seeking a Contact Centre Administration Specialist based in Cardiff. The role involves providing customer-focused administration of loan redemptions and related queries. Candidates should have proven contact centre experience, strong attention to detail, and excellent communication skills. The position operates on a shift rotation from Monday to Friday. Competitive benefits are offered.

Benefits

Cash payment towards flexible benefits

Dental insurance

Gym membership

Additional holiday

Qualifications

• Proven experience in a contact centre for financial services.
• Strong attention to detail with data processing.
• Ability to communicate confidently with customers.

Responsibilities

• Provide customer-focused administration of loan redemptions.
• Follow operational procedures and escalated issues.
• Support the contact centre with overflow queries.

Skills

Contact centre experience

Attention to detail

Clear communication

Ability to work under pressure

Organizational skills

Job description

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 Role: Contact Centre Administration Specialist**Based in our Cardiff city centre offices, this role requires you to provide accurate, timely and customer-focused administration of loan redemptions and related queries, ensuring a smooth end-to-end experience for customers and partners. The role sits within our contact centre and combines administrative processing with clear, confident customer communication.The role currently operates on a shift rotation of Monday to Friday 8am – 5:15pm(this may vary in the future dependent on business needs).Follow operational procedures, FCA/consumer duty standards, and data-protection requirements. Identify trends, issues or barriers and escalate where appropriate to improve processes and customer experience.Support the wider contact centre with overflow customer queries where needed. **What we are looking for from you** Proven experience in a contact centre for financial services, and/or a high-volume complex, regulated administrative environment. Strong attention to detail with the ability to process data and documents accurately. Clear written and verbal communication skills, confident handling inbound and outbound customer interactions. Ability to work to deadlines, manage multiple tasks, and maintain quality under pressure.Familiarity with loan products, redemptions, or payments processing, including the regulations involved in financial services (desirable). Excellent organisational, communication, and interpersonal skills Articulate with the ability to interact with people at all levels A cash payment annually towards flexible benefits, e.g., dental insurance, gym membership, the above extra holiday etc. Our people and platforms connect businesses with markets, engage customers with their investments and allow organisations to grow and transform. Our vision is to help businesses and individuals succeed, creating positive experiences for the millions of people who rely on us for a sustainable future. We provide share registration, deliver services for reward and benefits and develop solutions for customer management in regulated industries. Our work with some of the most significant organisations in the UK and US means we engage with 29 million of their shareholders, pensioners and employees.