Customer Care Advocate

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Vanquis Banking Group

Petersfield

GBP 10,000 - 40,000

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Job description

Location: Petersfield

Salary:

Closing Date: Thursday 30 January 2025

Job Title: Customer Care Advocate

Contract Type: Permanent, Fulltime

Location: Petersfield

Working Pattern: Hybrid—typically a couple of days a week in the office. Part-time or flexible arrangements are considered to support work-life balance.

What We Offer:

Holidays: 25 days holiday up to 30 days (depending on service)
Pension: We will contribute up to 10% to help you save for the future
Maternity/Paternity: 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 Care Advocate, you will be responsible for undertaking full case reviews of referred accounts from various areas of the Business. You 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.

Key Responsibilities:

Manage our ‘particularly vulnerable customer’ portfolio, ensuring appropriate levels of diligence, care, and contact
Provide 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
Understand all customer touchpoints including policy, processes, and set SLAs
Work within regulations specifically relating to customers in vulnerable circumstances
Communicate effectively, being responsible for both telephony and non-telephony channels
Aid recovery of any customers who have been put at detriment
Liaise effectively with internal stakeholders to aid in first contact resolution
Identify and control risks to customers, colleagues, and the business

What We’re Looking For:

Experience in using different communication methods with a wide range of customers including those considered vulnerable
Ability to analyse data and interpret facts and figures to make informed decisions
Experience 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 and organized documentation
Experience working in a sales and/or telephone-based role

Offers are subject to satisfactory background checks, including credit, fraud, and employment references.

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. This 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. We give everyone a voice in the business and room to be their authentic self. We know you’re here to build your career, so we help every colleague with training and development opportunities.

Vanquis Bank is an Equal Opportunity Employer
We embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify, your experiences and background help enrich our teams and support our customers.

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 careers@vanquis.com