Vulnerable Customer Advocate

Are you looking to make a change to customers' lives? Join our client as a Customer Advocate...

A change in someone's personal circumstances can often have an impact on their finances. This can lead to financial hardship, and for many, this is an overwhelming experience. Customers need to know what support is available to them from the organisations they pay into.

Our client wants to make sure they reduce financial distress for individuals facing financial hardship - this role is to support them, actively listen to them, and understand their full circumstances. You will help them to plan the right things to do to ensure that the best outcome is reached. The purpose of the Customer Advocate is to ensure empathy and support is provided throughout the customer journey to obtain an outcome that is suitable, understood, and affordable in the long term.

Responsibilities:

1. Engage with customers at risk of harm, take a holistic view of their circumstances, and create an appropriate and effective support plan with clear goals.
2. Work with the customer to achieve the defined goals, recognising where the customer's circumstances may have changed and adapting when necessary.
3. Recognise opportunities to maximise income or reduce expenditure. Signpost the customer and support them through the process to become financially independent and/or improve financial health.
4. Act as a consultant to servicing teams to ensure appropriate deviation from process in order to protect vulnerable customers from harm.
5. Challenge decisions made and fees charged where necessary to ensure fair and equal outcomes for vulnerable customers.
6. Act on behalf of and always in the interest of the customer.
7. Build authentic, supportive relationships with customers requiring support.

Experience Needed:

1. Experienced in the debt advice or vulnerable support sector - ESSENTIAL.
2. Working knowledge of the Equality Act 2010.
3. Working empathetically - ability to explain things clearly to customers.
4. Strong emotional resilience.
5. Handle challenging conversations.
6. Positive, reliable, and flexible approach to customer relationships.
7. Experience in providing information and advocacy to vulnerable client groups.
8. Emotionally intelligent - able to identify complex sensitive issues.
9. Act as the voice of the customer in relation to customer journeys and outcomes.