Customer Operations Advocate, Specialist Support

**Location**: Petersfield / Chatham**Salary**:
**Closing Date**: Friday 01 November 2024**Customer Operations Advocate**

**Location**: Chatham or Petersfield**We are looking for two or more people in the following locations**:
**Working Pattern**: Our working style is hybrid, but we recognise the importance of collaborative working with our colleagues often 1 day per week in one of our offices.**Chatham Shift Pattern:4 week shift pattern, covering operational hours 2 weeks, 8:30am - 4:30pm, 1 x week 9:30am -5:30pm and 1 x week 11:30am -7pm.**

**Petersfield working hours: 8:30am -4:30pm or 9:30am - 5:30pm, flexibility may be needed to cover late shift.**

**Benefits**: 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-
**You and Your Team**:

- As a Customer Care Advocate, you will be reporting to the Operations Ambassador Lead. The Customer Care Advocate is responsible for undertaking full case reviews of referred accounts from various areas of the Business. The role will support our vulnerable customers who may require further assistance with managing their account or who require individual monitoring and/or solutions to support them with their circumstance.- Decisions will be reached on a case-by-case basis working within all regulatory governance and business requirements.**In your day-to-day role, as a Customer Care Advocate you will**:

- 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 SLA’s
- Will 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

**What will make you stand out?**
- 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 sale and/or telephone-based role
- Experience of working with First Vision / CRM is desirable
- Experience of working within a regulated industry is desirable

**The interview process**:

- Up to an 1 hour interview with the hiring team.
- If needed, another interview up to 1 hour where you will conduct a scenario/ role play of a mock situation.
- Our average process takes up to 4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process.- **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.- 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.-