Customer Operations Advocate

Job Title: Customer Operations Advocate

Contract Type: Permanent

Location: Chatham Petersfield

Working Pattern: Hybridtypically 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 shouldnt 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 SLAs.
• 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 Were 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 lifes opportunities. Established in 1880 were 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.

Were about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know youre here to build your career so we help every colleague with training and development opportunities. Making sure theres always something new to learn.

Vanquis Bank is an Equal Opportunity Employer
Here at Vanquis Banking Group we embrace everyones 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 its our people that help us to fulfil the reason why were here in the first place: to help put people on a path to a better everyday life.

If theres anything we can do in the recruitment process to help you achieve your best get in touch. Whether its a copy of our application form in another format or additional assistance were available to help. You can contact us at

At Vanquis weve been empowering lives since 1880. As a FTSE All Share company and leading specialist bank we lend responsibly to over 1.69 million UK customers.

Were just as committed to our colleagues as we are to our customers offering competitive salaries comprehensive benefits and recognition schemes. With pension plans our Buy as You Earn scheme and ongoing training opportunities we create a supportive environment where you can grow and thrive.

Bring your authentic self find your voice and build your career with usbecause at Vanquis we believe in making the most of lifes opportunities.