Customer Operations Advocate

Location: Chatham, Petersfield

Salary

Closing Date: Monday 21 October 2024

Customer Account Agent

Location: Chatham or Petersfield

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%, 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

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 Account Agent, you will be reporting to the Customer Operations Associate Lead. The Customer Account Agent is responsible for undertaking complex customer conversations across multiple channels. The role will support customers by specialising in a specific product area of VBG, having finely tuned skills to best support our customers in their journey with us.

The role holder will understand all aspects of the customer journey and be able to use their own expert knowledge and judgment in applying the right approach when needed to deliver great customer outcomes in line with the business objectives and regulatory guidance.

In your day-to-day role, as a Customer Account Agent 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.
• To improve customer experience, by removing friction points and applying own expert judgement when things go wrong.
  
  

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.
• Be an 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. looking to resolve complaints at point of contact, or reducing the need for future contact.
  
  

The Interview Process

• Up to 30-minute telephone call with a member of the Talent Acquisition team
• Up to 60-minute interview with the hiring team Danny Yeadon and/or Molly McNulty.
  
  

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 '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.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available to help. You can contact us at [email protected]