Customer Account Agent

Salary

- Location

**Chatham/Petersfield**

**The Vacancy**

**Job Title**: Customer Operations Advocate

**Contract Type**: Permanent

**Location**: Chatham, Petersfield

**What We Offer**:

- **Holidays**: 25 days holiday up to 30 days (depending on service)
- **Pension**:We know it is important to save for the future, that is why we will contribute up to 10%
- **Maternity/Paternity**: We realise that family time is important, we offer enhanced maternity (after successful completion of probation) and 4 weeks paternity leave
- **Volunteering**: 2 paid days to ‘give back’ to the charity of your choice
- **Development**:LinkedIn Learning for all
- **Finance**: Snoop Premium available to all colleagues
- **Medical**:Opportunity to opt in for Private Medical Insurance
- **Bonus**:Discretionary annual bonus

**The Role**

**You and Your Team**:
As a Customer Operations Advocate, you will be reporting to the Core Operations Manager. A Customer Operations Advocate is responsible for undertaking complex customer conversations across multiple channels. The role will support customers by specialising in a specific product area of the Group, having finely tuned skills to best support our customers in their journey with us.

**In your day-to-day role, as a Customer Operations Advocate you will**:

- Engage with our diverse customer base using your product specific & journey moment knowledge.
- Take ownership in providing our customers with a great 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 SLA’s.
- Deliver great customer service and outcomes using VBG products & services to help customers requiring forbearance, additional vulnerable support, and remediation.

**What We’re Looking For**:

- 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.
- Support other department goals and KPIs by ensuring you maximise your customer interactions e.g. looking to resolve complaints at point of contact, or reducing the need for future contact.

**Who We Are**:
At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life’s opportunities. Established in 1880, we’re now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.75 million UK customers.

We take care of our colleagues as well as our customers, working hard to create a rewarding and supportive work environment. That means competitive salaries, benefits, and a Group-wide recognition scheme. Everyone can enrol in our pension and after six months, you can join our ‘Buy as You Earn’ scheme.

We’re about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know you’re here to build your career, so we help every colleague with training and development opportunities. Making sure there’s always something new to learn.

**Vanquis Bank is an Equal Opportunity Employer**
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, martial 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. At the end of the day, it's our people that help us to fulfil the reason why we’re here in the first place: to help put people on a path to a better everyday life.

**The Company**

At Vanquis, we’ve been empowering lives since 1880. As a FTSE All Share company and leading specialist bank, we lend responsibly to over 1.69 million UK customers.

We’re just as committed to our colleagues as we are to our customers, offering competitive salaries, comprehensive benefits, and recognition schemes. With pension plans, our ‘Buy as You Earn’ scheme, and ongoing training opportunities, we create a supportive environment where you can grow and thrive.

Bring your authentic self, find your voice, and build your career with us—because at Vanquis, we believe in making the most of life’s opportunities.

**The Benefits**

**Competitive base salary and rewards**

**Private Medical Insurance**

**25 days holiday entitlement**

one day accrued for each year of service (max 30 days)

**Defined contribution pensio