Customer Advocate Salary: 27,446 per annum Hours: Full time - 35 hours Contract: Permanent Location: Hybrid (Head Office, West Bromwich) The West Brom are looking to recruit a Customer Advocate on a permanent basis to join our Customer Advocacy team. The role holder will be responsible for investigating and responding to a range of customer complaints with a focus on providing a resolution within three days where appropriate. Having a passion for delivering excellent service to ensure customers receive a fair outcome whilst operating efficiently and within regulatory requirements. The Customer Advocate will analyse and interpret feedback from complaints to identify areas for improvement and complaint prevention. This requires the ability to think flexibly and challenge the way we do things (policies, procedures and behaviours) with colleagues and stakeholders. Key Responsibilities: Investigate and resolve complaints aiming to do so within three days where appropriate by telephone and / or in writing. Provide trends and feedback to and support the Complaints Team Manager to drive the root cause analysis of complaints. Engage and influence the relevant business areas to drive improvements and prevent complaints and adverse feedback reoccurring. Support and guide colleagues with the resolution of three day complaints within the business. Skills and Experience Required: Previous experience of frontline customer service experience with a track record of delivering fair customer outcomes. Sound understanding of relevant regulation, particularly the Complaint Dispute (DISP) rules, vulnerable customer guidance, GDPR, Mortgage Conduct of Business (MCOB) and Insurance Conduct of Business (ICOB) rules. A working knowledge of the Society s core systems, including Siebel and UFSS. Competent in Microsoft Word and Excel to a high standard. Excellent telephone handling skills and standard of written work. Demonstrate focus, determination and passion to achieve tailored, fair outcomes for customers. Tact and diplomacy and the ability to adapt approach when communicating with customers and colleagues. What s in it for you? We wholeheartedly believe that our people are our greatest asset, that s why in addition to your salary you will be rewarded with a wide range of other benefits: Generous annual leave starting at 25 days 8 bank holidays, (pro rata) Pension scheme where we will augment your contribution by 0.6% (Up to 10.6%) Social club membership dozens of discounts available for a wide variety of family days out and events Performance related pay scheme Corporate health plan with the option to include family members Discounted travel cards Life assurance provided by the Society at 4 times your salary When we say our people are the West Brom s biggest asset that doesn t mean just viewing them as employees. We also recognise they have a life outside work, one that has responsibilities and rewards which the Society respects and supports in ways that aim to bring the best out of them. We operate flexible/hybrid working at our Head Office, our Recruitment team will be happy to share further details of this with you if you are interested in applying for a role. Why choose the West Brom? At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom s biggest asset that doesn t mean just viewing them as employees. We are proud of our heritage and absolutely believe that the West Brom is a great place to work. The West Brom are a Disability Leader employer and encourage disabled applicants and applicants from diverse backgrounds to apply. We will consider requests to make adjustments to our recruitment process and offer a guaranteed interview to disabled applicants meeting the essential criteria. Should you require assistance please do not hesitate to email careerswestbrom.co.uk. Check out our careers page to find out more about our culture, values and benefits. https://www.westbrom.co.uk/careers. If you share our values and our enthusiasm, then you will find a home at the West Brom. Do it today and click apply Please note We reserve the right to withdraw our adverts earlier than the original published expiry date, therefore if you are interested please submit your application as soon as possible Head Office: 2 Providence Place West Bromwich B70 8AF. www.westbrom.co.uk The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Register no. 104877. the West Brom is a trading name of West Bromwich Building Society.