Customer Operations Advocate

4 weeks ago

Cambridgeshire and Peterborough, United Kingdom Net-Worx (2001) Ltd Full time
Job Title: Customer Operations Advocate

We are seeking a highly skilled and dedicated Customer Operations Advocate to join our team. As a Customer Operations Advocate, you will be responsible for providing exceptional customer service and support to our customers who require further assistance with managing their accounts or who require individual monitoring and/or solutions to support them with their circumstances.

Key Responsibilities:

  • Undertake full case reviews of referred accounts from various areas of the business.
  • Support vulnerable customers who may require further assistance with managing their account or who require individual monitoring and/or solutions to support them with their circumstances.
  • Work within all regulatory governance and business requirements to make decisions on a case-by-case basis.
  • Have a deep understanding of all customer touchpoints, including policy, processes, and set SLAs.
  • Identify and control risks to customers, colleagues, and the business.
  • 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.
  • Analyse data and interpret facts and figures to make informed decisions.
  • Have good commercial acumen.
  • Experience working in a sales and/or telephone-based role.
  • Experience of working with First Vision / CRM is desirable.

What We Offer:

  • A competitive salary and benefits package.
  • The opportunity to work in a dynamic and fast-paced environment.
  • The chance to make a real difference in the lives of our customers.
  • Ongoing training and development opportunities.
  • A supportive and collaborative team environment.

Requirements:

  • Relevant experience in a customer-facing role.
  • Excellent communication and interpersonal skills.
  • Ability to work in a team environment.
  • Strong analytical and problem-solving skills.
  • Ability to work in a fast-paced environment.

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