Specialist Support Agent

3 weeks ago

Chatham, United Kingdom Vanquis Bank Full time

**About Us**:
Vanquis Banking Group has a rich history dating back to 1880. The company was founded in Bradford by Joshua Kelley Waddilove as The Provident Clothing and Supply Company to help people access finance and goods who couldn’t from traditional lenders.

Today, Vanquis Banking Group is a FTSE All Share company listed on the London Stock Exchange with around 1.6 million customers and plays the same role in people’s lives today, as it did when it was founded.

Vanquis Banking Group is a unified group made up of two brands: Vanquis (cards and loans) and Moneybarn (vehicle finance). While they offer different products and services, they share the common purpose and customer-centric values at the heart of our group. We understand our customers are real people with varied life experiences, so everything we do from our products to our customer experience is designed with this in mind.

**You and Your Team**

We care a lot about our customers and want to help them as much as we can. That’s why we set up our Specialist Support Team, to offer support to customers in unique and difficult situations when they need it most. By getting a deeper understanding of our customers’ situations we can offer bespoke solutions that help them to stay in control.

Working on a case-by-case basis your excellent customer service skills will help you to get a deeper understanding of a customer’s situation and, therefore, make sure that we’re able to provide tailor assistance and support and offering the right solutions.

In your day to day role you will:

- Managing your own workload and cases via a Case Management system. Ensuring that the needs of the customer are understood and are treated fairly.
- Work with your colleagues to ensure that our individual and departmental SLA’s are maintained.
- You will be reviewing cases and making challenging decisions on a day-to-day basis, so your ability to self-manage and prioritise your workload is important.
- Ensure that all activity is in line with the department and the business expectations.

**What you’ll bring to the team**

Offering superior levels of communication and care you will be trained to deliver first class customer support and reach great customer outcomes.
- Empathy is so important to making people feel comfortable and able to open up and share their situation with us
- Your resilient nature will help you to support customers in difficult/vulnerable circumstances, adapting to unique situations and remaining calm and composed at all times
- Challenging decisions need to be made, even at times where not all the information is presented to you
- Organisation and the ability to prioritise and take responsibility of your workload
- Experience of working in a financial environment with customers needing additional support is advantageous although not essential

**Why Vanquis Banking Group?**

Our colleagues are the most important part of delivering our purpose to put customers on a path to a better everyday life. If it wasn’t for their amazing efforts, ideas and energy we wouldn’t be the successful business that we are today. So we offer an attractive, generous salary and benefits package for everyone including:

- Generous base salary and rewards
- Discretionary bonus scheme
- 25 days holiday entitlement - with one day accrued for each year of service (to max 30 days)
- Defined contribution pension scheme
- Extensive opportunities for personal and career development
- Flexible and dynamic working policies
- A range of initiatives offered through our Sports & Social and Social Impact Programmes
- Perks at Work - A perks platform offering over 30,000 unique discounts
- Free tea, coffee and fruit
- Discounted gym membership
- Subsidised on-site restaurants

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