Customer Service Specialist

3 weeks ago

Chatham, Kent, United Kingdom Vanquis Bank Full time

About the Role

We are seeking a skilled Customer Service Specialist to join our team at Vanquis Banking Group. As a Customer Service Specialist, you will be responsible for delivering exceptional customer service and providing tailored solutions to our customers through various communication channels.

Key Responsibilities

  • Engage with our diverse customer base, utilising your product-specific knowledge and journey moment expertise to provide a great customer experience.
  • Take ownership of providing our customers with a positive experience, exploring and understanding their circumstances in detail.
  • Guide & Support our customers, particularly when they find themselves in financial difficulty.
  • Make fair decisions that lie outside of current processes to achieve the right outcome for each customer.
  • Have a deep understanding of some customer touchpoints, including policy, processes, and set SLAs.
  • Deliver great customer service and outcomes using VBG products & services to help customers requiring forbearance, additional vulnerable support, and remediation.
  • Improve customer experience by removing friction points and applying your expert judgement when things go wrong.

Requirements

  • Experienced in using different communication methods, including written and verbal, with a wide range of customers, including those considered 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.
  • Excellent communicator via all methods of phone, email, and SMS.
  • Support other department goals and KPIs by ensuring you maximise your customer interactions, e.g. resolving complaints at point of contact or reducing the need for future contact.

What We Offer

We offer a range of benefits, including 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 also 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.

About 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 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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