Customer Operations Advocate

4 weeks ago

Petersfield, Hampshire, United Kingdom Vanquis Bank Full time
Job Title: Customer Operations Advocate

We are seeking a highly skilled and compassionate Customer Operations Advocate to join our team. As a key member of our operations team, you will be responsible for providing exceptional customer service and support to our vulnerable customers.

Key Responsibilities:
  • Manage our particularly vulnerable customer portfolio, ensuring that appropriate levels of diligence, care, and contact are applied.
  • Take ownership in providing our particularly vulnerable customers with a great experience, exploring and understanding their circumstances in detail.
  • Make fair decisions that lie outside of current processes to achieve the right outcome for each customer.
  • Have a deep understanding of all customer touchpoints, including policy, processes, and set SLAs.
  • Work within regulations specifically relating to customers in vulnerable circumstances.
  • Great verbal and written communication, being responsible for both telephony and non-telephony channels.
  • Aid recovery of any customers who have been put at detriment.
  • Effectively liaise with internal stakeholders to aid in first contact resolution.
  • Identify and control risks to customers, colleagues, and the business.
  • Utilise all types of customer information to inform future customer decision making.
  • Be flexible to support changing business requirements in a dynamic and fast-paced environment.
  • Support a continuous improvement ethos within operations and the wider business.
  • Understand and adhere to financial regulatory requirements.
  • Be hungry to learn and proactive in keeping up to date with all operational process changes.
Requirements:
  • Experienced in using different communication methods, including both written and verbal, with a wide range of customers, including those considered as vulnerable.
  • 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 sales and/or telephone-based role.
  • Experience of working with First Vision/CRM is desirable.
  • Experience of working within a regulated industry is desirable.
What We Offer:

We offer a competitive salary, 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 'Buy as you Earn' schemes. We also offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role.

Why Work for Us?

We're Vanquis Banking Group plc, an FTSE All Share company and a leading specialist bank, established in 1880. We lend responsibly, providing tailored products and services to 1.75 million UK customers through Vanquis, Moneybarn, and Snoop. Our purpose is simple: to deliver caring banking so our customers can make the most of life's opportunities.

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 '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.

We're an equal opportunities employer and welcome applications from all qualified candidates. We're committed to creating a diverse and inclusive workplace where everyone can thrive.

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