Customer Operations Advocate

As a Customer Care Advocate, you will be reporting to the Operations Ambassador Lead. The Customer Care Advocate is responsible for undertaking full case reviews of referred accounts from various areas of the Business. The role 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.
Decisions will be reached on a case-by-case basis working within all regulatory governance and business requirements.
In your day-to-day role, as a Customer Care Advocate you will:

• Manage our 'particularly vulnerable customer' portfolio, ensuring that appropriate levels of diligence, care and contact are applied


• Take ownership in providing 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


• Have a deep understanding of all customer touchpoints including policy, processes and set SLA's


• Will work within regulations specifically relating to customers in vulnerable circumstances


• Great verbal and written communication, being responsible for both telephony and nontelephony channels


• Aid recovery of any customers who have been put at detriment


• Effectively liaise with internal stakeholders to aid in first contact resolution


• Identify and control risks to customers, colleagues, and the business


• Utilise all types of customer information to inform future customer decision making


• Be flexible to support changing business requirements in a dynamic and fast paced environment


• Support a continuous improvement ethos within operations and the wider business


• Understand and adhere to financial regulatory requirements


• Be hungry to learn and proactive in keeping up to date with all operational process changes
  
  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


• Good commercial acumen


• Excellent attention to detail and ability to follow processes


• Ability to create and maintain accurate/accessible and organised documentation


• Experience working in a sale and/or telephone-based role


• Experience of working with First Vision / CRM is desirable


• Experience of working within a regulated industry is desirable
  
  The interview process:


• Up to an 1 hour interview with the hiring team.


• If needed, another interview up to 1 hour where you will conduct a scenario/ role play of a mock situation.


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 'Save as you Earn' and '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.