Customer Service Administrator

The Customer Service Administrator plays a key role on the front line of delivering the highest standard of service and support to Link’s and our clients’ customers.

You’ll ensure that all interactions align with Consumer Duty principles acting in good faith, supporting customers to achieve fair and positive outcomes, and communicating clearly so customers can make informed decisions.

This role involves handling a wide range of customer enquiries through email, written correspondence, or telephone calls (depending on the portfolio). You’ll provide accurate information and empathetic support while ensuring all activities meet both Link’s standards and our clients’ portfolio requirements.

We are recruiting for multiple roles across our administrative, asset management and complaints teams.

The Customer Service Administrator will be involved in the following activities:

• Handling customer enquiries and providing them with the information, documentation, service outcomes, and support they need, assisting with account management while ensuring interactions support good customer outcomes in line with Consumer Duty.
• Ensuring service loan agreements are managed correctly in accordance with their terms and conditions to avoid foreseeable harm to customers.
• Adhering to client-specific portfolio processes to meet expectations consistently, including calls with customers or third parties where applicable.
• Following all Link processes when dealing with complaints, dispute resolution, third-party debt management, personal insolvency, banking & reconciliation, service providers and creditor liaison, ensuring fair and transparent outcomes for our customers, clients and providers.
• Compiling accurate records, logging and reporting data, performing account reviews and investigations, and composing correspondence, ensuring information is accurate and supports positive customer outcomes.

• Excellent written and verbal communication skills, with the ability to engage positively and clearly with customers and colleagues.
• Strong IT skills, including confidence in using multiple systems and Microsoft Excel and Word accurately.
• Good numeracy skills to assess and calculate appropriate payment plans for customers where required.
• The ability to multitask effectively and manage time efficiently to balance communication, administrative, and investigative tasks.
• Strong problem-solving skills to identify and deliver fair, practical, and sustainable solutions for both customers and the business.
• A professional, empathetic, and customer-focused approach that reflects Link’s values and the requirements of Consumer Duty.

We believe in rewarding our people and creating a workplace where you can thrive. When you join us, you’ll benefit from:

• 25 days’ annual leave (pro rata for part-time employees), plus bank holidays
• An extra day off to celebrate your birthday
• A discretionary annual performance bonus
• The option to purchase up to 5 additional days of holiday
• A competitive pension scheme with 8% total contributions
• Life assurance at 4x your annual salary
• Access to our Employee Assistance Programme for confidential support and advice
• Season ticket travel loans to support your commute
• Enhanced maternity and adoption pay
• A friendly, relaxed working environment with modern facilities
• A vibrant culture with regular social events, charity fundraising, and employee recognition schemes
• Ongoing learning and development opportunities to support your career growth