Customer Operations Advocate/ambassador

4 weeks ago

Chatham, United Kingdom Vanquis Bank Full time

**Location**: Chatham/Petersfield**Salary**:
**Closing Date**: Thursday 04 April 2024**Customer Operation Advocate/ Ambassador**

**Location**: Bradford, Chatham or Petersfield- We are happy for you to be based in Bradford, Chatham or Petersfield but please note that occasional travel will be required to our other offices_

**Working Pattern**: Our working style is hybrid, but we recognise the importance of collaborative working with our colleagues often 1 to 3 days per week in one of our offices**Benefits**: Discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, 1 paid day to ‘give back’-
**You and Your Team**:

- As a Customer Operations Ambassador reporting to the Customer Operations Associate Lead the Customer Operations Ambassador is a highly skilled role, putting our customers first and acting as a role model and escalation point to their colleagues.-
**In your day-to-day role, as a Customer Operations Ambassador you will**:

- Deliver great customer service and outcomes using **VBG products & services **to help customers requiring forbearance, additional vulnerable support, and remediation
- Manage all **customer touchpoints** and have a comprehensive understanding of all customer service policies and processes
- **Achieve **customer & department KPIs/SLAs inline with placement requirements
- **Resolve** customers query at **first contact**, without the need for repeat contact
- **Aid recovery** of any customers who have either been put at detriment or have had an undesirable experience
- Using own judgement, **make fair decisions** that lie outside of routine processes to relieve friction, promote great outcomes and/or avoid detriment
- Understand our customer needs through **identifying vulnerabilities** and accommodating additional support requirements
- **Identify and control risks** to customers, colleagues, and the business
- Efficiently perform a wide range of **technical administrative processes** across all product onboarding journeys
- Be **flexible** to support changing business requirements in a dynamic and **fast paced** environment which may involve supporting other teams during times of peak workload
- Supporting a **continuous improvement** ethos within operations and the wider business
- Be **hungry to learn** and proactive in recommending operational process changes
- Understand and adhere to **financial regulatory requirements**

**What will make you stand out?**
- Experienced in using different communication methods including both written and verbal with a wide range of customers
- Experienced in analysing data and interpreting facts and figures to make informed decisions
- Experienced in managing and maintaining professional working relationships, both internally and externally
- Good commercial acumen
- Excellent attention to detail and ability to follow processes
- Ability to create and maintain accurate/accessible and organised documentation
- Experience working in a sale and/or telephone-based role
- Experience of working within a regulated industry is desirable

**The interview process**:

- Up to 15 min conversation with the TA Specialist
- Final interview with the hiring manager for 1 hour to discuss the role.
- Our average process takes up to 4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process.- **Why work for us?**
- Back in 1880, our founder, JK Waddilove started to provide factory workers in Bradford, with essentials, when others wouldn’t, like coal and clothing.
- Times have changed since then, society has moved on, and our market and customer needs have evolved. What has not changed though, is our long-established desire to help put people on a path to a better everyday life.
- Today we have stayed true to our purpose, just as we’ve always done, in our communities, for our customers, in an evolving and changing world.
- It’s why we are here, it’s how we will stay, and as **Vanquis Banking Group**, we can look to the future, and look back at our past with pride.- At Vanquis Banking Group we believe in looking after our colleagues, so we do our best to create a rewarding, engaging, and supportive work environment across our various divisions.- We let our colleagues know we appreciate their hard work by offering competitive salaries, benefits, and a Group wide recognition scheme. All colleagues are eligible to join a pension scheme, and, after six months’ service, you can join our ‘Save as you Earn’ and 'Buy as you Earn' schemes.- We offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role. From your first day working with us, we’ll help you settle into your new role and are happy to talk to you about your career aspirations.**Equal Opportunity Statement**
- Here at Vanquis Banking Group, we embrace ever

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