Customer Support Specialist

4 weeks ago

Chatham, Kent, United Kingdom Vanquis Bank Full time

Job Summary:

We are seeking a highly skilled Customer Support Specialist to join our team. As a Customer Support Specialist, you will be responsible for resolving complex customer complaints and ensuring fair outcomes for our customers.

Key Responsibilities:

  • Investigate and resolve customer complaints in a timely and professional manner.
  • Communicate effectively with customers, brokers, and dealers to resolve issues.
  • Maintain a high level of understanding of new or emerging guidelines and regulations.
  • Take ownership of cases assigned and ensure fair outcomes for customers.
  • Aid in remediation of customers to put anything right that has gone wrong.
  • 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, including 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.

About Us:

Vanquis Banking Group is 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.

Why Work for Us:

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 offer 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.

Equal Opportunity Statement:

Here at Vanquis Banking Group, we embrace everyone's unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible.

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