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Vulnerable Customer Advocate

Opus Perm

Ipswich

On-site

GBP 40,000 - 60,000

8 days ago

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An established industry player is seeking a compassionate Customer Advocate to support individuals facing financial hardship. This role is crucial in helping customers navigate their circumstances, providing empathetic guidance to ensure they understand their options and can achieve financial independence. You will engage with vulnerable clients, develop tailored support plans, and advocate for their needs, ensuring fair outcomes. Join a team dedicated to making a meaningful difference in the lives of those in distress, where your skills in empathy and communication will be invaluable in transforming customer experiences for the better.

Experience in debt advice or vulnerable support sector is essential.
Ability to work empathetically and explain clearly to customers.

Engage with customers at risk, creating effective support plans.
Build supportive relationships and adapt plans as circumstances change.

Empathy

Emotional resilience

Communication

Problem-solving

Advocacy

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 actions 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:

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.
Work with the customer to achieve the defined goals, recognising where the customer's circumstances may have changed and adapting when necessary.
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.
Act as a consultant to servicing teams to ensure appropriate deviation from process in order to protect vulnerable customers from harm.
Challenge decisions made and fees charged where necessary to ensure fair and equal outcomes for vulnerable customers.
Act on behalf of and always in the interest of the customer.
Build authentic, supportive relationships with customers requiring support.

Experience Needed:

Experienced in the debt advice or vulnerable support sector - ESSENTIAL.
Working knowledge of the Equality Act 2010.
Ability to work empathetically and explain things clearly to customers.
Strong emotional resilience.
Ability to handle challenging conversations.
Positive, reliable, and flexible approach to customer relationships.
Experience in providing information and advocacy to vulnerable client groups.
Emotionally intelligent - able to identify complex sensitive issues.
Act as the voice of the customer in relation to customer journeys and outcomes.

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