Job Title: Customer Care Advocate Contract Type: Permanent, Fulltime Location: 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 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 Care Advocateyou will be responsible for undertaking full case reviews of referred accounts from various areas of the Business. You 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. As a Customer Care Advocate, some of the key responsibilities are: 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 SLAs Work within regulations specifically relating to customers in vulnerable circumstances Great verbal and written communication, being responsible for both telephony and non-telephony 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 What Were Looking For: Experience in using different communication methods including both written and verbal with a wide range of customers including those considered as vulnerable Ability to analyse data and interpret facts and figures to make informed decisions Experience of 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 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, it's 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. ADZN1_UKTJ