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Customer Support Ambassador

2 months ago

Chatham, United Kingdom Vanquis Bank Full time

Customer Support Ambassador - FTC

Location:  Chatham / Bradford/ Petersfield

Salary:  

Closing Date: Wednesday 31 July 2024

Customer Support Ambassador

Please be aware this is a 12 month FTC role

Location: Bradford, Chatham or Petersfield

We are happy for you to be based in Bradford, Chatham or Petersfield but please note that occasional travel will be required to our other offices

Working Pattern: Our working style is hybrid, but we recognise the importance of collaborative working with our colleagues often 1 to 3 days per week in one of our offices

Benefits: Discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, 1 paid day to ‘give back’, LinkedIn Learning for all

Don’t hesitate to apply for a role even if you don’t meet all the criteria; your unique strengths and eagerness to learn can be just as valuable.

You and Your Team:

As a Customer Support Ambassador, you will be reporting to the Customer Support Ambassador Lead. The Customer Support Ambassador (Complaints) is responsible for individual, complex reviews that have surfaced through customer complaints or pro-active identification. The role covers all elements of a customer complaint, relating to a specific Complaints category such as RL, SQ or Core .

Investigations will be undertaken on a case-by-case basis working within all regulatory governance and business requirements and; ensuring fair customer outcomes are achieved at all times

In your day-to-day role, as a Customer Support Ambassador you will:

Thorough investigations, with effective understanding to help reach an appropriate outcome & subsequent resolution for our customers Effectively communicate with customers through all channels, suited to their preference in order to reach a speedy resolution Maintain a high level of understanding on new or immerging guidelines or regulation in order maintain compliance with regulatory and business requirements Take ownership of cases assigned, understanding all aspects & potential resolution points for the customer Aid remediation of customers, to put anything right that has gone wrong, re-invigorating brand loyalty 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 relating to assigned area of responsibility (i.e RL, Core, SQ) Excellent verbal and written communication, being responsible for both telephony and non-telephony channels Identify and control risks relating to customers, colleagues, and the business Utilise & subsequently analyse 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 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 Respond / CRM is desirable Experience of working within a regulated industry is desirable

The interview process:

Up to 30minute telephone call with a member of the Talent Acquisition team 1 interview with 2 of the team leads which will last up to 1 hour to test your skill/experience for the role.

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.

As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check, fraud check and employment references.

Your working life: If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.

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 ‘Save as you Earn’ and '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, 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.