Customer Advocate

3 weeks ago

Ipswich, United Kingdom Link Fund Solutions Full time

**Overview**

A change in someone’s personal circumstances can often have an impact on their finances. This can lead to financial hardship which for many is an overwhelming experience. Customers need to know what support is available to them both from their lender and otherexternal organisations to help minimise the impact on their financial well being and support them towards an affordable future.
We want to make sure that we reduce the impact of any financial distress by making it easier for customers to contact us and know that they are supported by their own Customer Advocate, who will take the time to actively listen and understand their full circumstancesand then act on their behalf to get the best outcome.
The purpose of the Customer Advocate is to ensure empathy and support is provided throughout the customer journey to obtain an outcome that is suitable, understood and affordable in the long term. **Key Accountabilities and main responsibilities**
- Act on the behalf of and always in the interest of the customer
- Build authentic, supportive relationships with customers requiring support
- Be the conduit between the collections/litigation teams and the customer
- Instil customer centricity in every transaction

**Experience & Personal Attributes**

Essential:

- Experienced in the debt advice/support sector
- Working knowledge of the Equality Act 2010
- Working empathetically - ability to explain things clearly to customers
- Strong emotional resilience
- Handle challenging conversations
- Positive, reliable and flexible approach to customer relationships
- Experience in providing information and advocacy to vulnerable client groups
- Emotionally intelligent - able to identify complex sensitive issues
- Act as the voice of the customer in relation to customer journeys and outcomes
- Understanding of external information and advice and guidance available to support i.e. signposting
- Non judgemental approach to dealing with customers in difficult circumstances
- Able to relate to diverse range of people and challenges
- Distill required information in the best way suitable for each customer to ensure understanding
- Capture comprehensive details around borrower circumstances
- Understanding of how to maximise income and budgeting
- Record accurate notes

Competencies
**Required**:

- Empathy
- Communication
- Attention to Detail
- Customer focussed

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