Customer Support Ambassador
4 weeks ago
Job Summary:
We are seeking a highly skilled Customer Support Ambassador to join our team. As a key member of our customer support team, you will be responsible for resolving complex customer complaints and ensuring fair outcomes for our customers.
Key Responsibilities:
- Investigate and resolve complex customer complaints related to vehicle quality.
- Communicate effectively with customers, brokers, and dealers to reach a speedy resolution.
- Maintain a high level of understanding on new or emerging guidelines and regulations.
- Take ownership of cases assigned and understand all aspects and potential resolution points for the customer.
- Aid in remediation of customers to put anything right that has gone wrong and re-invigorate brand loyalty.
- Make fair decisions that lie outside of current processes to achieve the right outcome for each customer.
- Have a deep understanding of customer touchpoints, including policy, processes, and SLAs.
- Excellent verbal and written communication skills, responsible for both telephony and non-telephony channels.
- Identify and control risks relating to customers, colleagues, and the business.
Requirements:
- Experience in using different communication methods, including written and verbal, with a wide range of customers.
- Experience in analysing data and interpreting facts and figures to make informed decisions.
- Experience 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.
- Good understanding of the Consumer Rights Act 2015.
- Experience in handling vehicle quality complaints.
What We Offer:
We offer a range of benefits, including a competitive salary, discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, 2 paid days to 'give back', enhanced maternity pay (once successfully passing probation), 4 weeks paid paternity, LinkedIn Learning for all, Snoop Premium, Private Medical Insurance, and more.
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.
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.
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