Customer Account Agent

Job Title: Customer Operations Advocate

Contract Type: Permanent

Location: Chatham, 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. 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.

What We Offer:

• Holidays: 25 days holiday up to 30 days (depending on service)
• Pension: We know it is important to save for the future, that is why we will contribute up to 10%
• Maternity/Paternity: We realise that family time is important, we offer 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 Operations Advocate, you will be reporting to the Core Operations Manager. A Customer Operations Advocate is responsible for undertaking complex customer conversations across multiple channels. The role will support customers by specialising in a specific product area of the Group, 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 Operations Advocate 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 We’re Looking For:

• 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.
• 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.

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. That 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 though. We give everyone a voice in the business and room to be their authentic self. And we know you’re here to build your career, so we help every colleague with training and development opportunities. Making sure there’s always something new to learn.

Vanquis Bank is an Equal Opportunity Employer

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]