Title: Customer Operations Advocate Contract Type: Permanent Location: Chatham, Petersfield Working Pattern: Hybrid (usually a couple of days a week in the office). What We Offer We care about your wellbeing, not just your work. Our benefits are designed to support your life, your health and your growth: Holidays: 25 days (rising to 30) buy/sell up to 5 days swap up to 4 bank holidays. Pension: Up to 10% employer contribution. Enhanced Leave: Enhanced maternity (post-probation), 4 weeks’ paternity, and paid neonatal & carers leave. Workations: Work abroad for up to 20 days a year in approved countries. Birthday Leave: Your birthday off paid. Volunteering: 2 paid volunteering days. Learning: Access to LinkedIn Learning for all colleagues. Financial Wellbeing: Free Snoop Premium subscription. Healthcare: Self-pay Denplan & optional Private Medical Insurance. The Role You and your Team As a Customer Operations Advocate, you’ll play a key role in delivering exceptional experiences for our customers by handling complex queries across multiple channels. You’ll specialise in a dedicated product area, developing deep expertise that enables you to confidently guide and support customers throughout their journey with us. This role is ideal for someone who thrives on problem‑solving, enjoys building strong customer relationships, and is passionate about providing outstanding service through objectives and regulatory expectations. You’ll champion best practice, support continuous improvement, and help shape a customer-first culture across the operation. As a Customer Operations Advocate, you will: Deliver exceptional customer experiences by using your product expertise and journey‑moment knowledge to engage across telephony and non‑telephony channels. Take full ownership of customer situations, exploring individual circumstances and making fair, case‑by‑case decisions—even when these fall outside standard processes. Support customers in vulnerable or financially difficult circumstances, ensuring risks are identified, controlled, and any detriment is quickly recovered. Work confidently within policy, process and regulatory requirements, maintaining a strong understanding of customer touchpoints and SLAs. Collaborate effectively with internal stakeholders to enable first‑contact resolution and informed future customer decision‑making. Embrace a flexible, continuous‑improvement mindset in a fast‑paced environment, staying proactive in learning and keeping up to date with operational changes. What We’re Looking For A confident communicator with strong written and verbal skills, able to adapt to a wide range of customers, including those in vulnerable circumstances. Skilled in analysing data, interpreting facts and figures, and using insights to make well‑informed decisions. Proven ability to build and maintain professional relationships with both internal teams and external partners. Strong commercial awareness, excellent attention to detail, and the ability to follow processes accurately while maintaining organised, accessible documentation. Experienced in sales and/or telephone‑based environments, with desirable experience using First Vision and CRM systems. Familiarity with working in regulated industries, demonstrating an understanding of compliance and governance expectations. Our average process takes up to 4 weeks, but we’ll work around your availability. You’ll also have access to our Talent Acquisition team throughout. Offers are subject to standard background checks (credit, fraud and employment references). Who we are At Vanquis, our purpose is simple: to deliver caring banking that helps people make the most of life’s opportunities. Founded in 1880, we’re now a FTSE All Share specialist bank supporting over 1.7 million UK customers with responsible, tailored lending. We’re proud to be certified as a Great Place to Work and recognised by the Financial Times as one of the UK’s Best Employers 2025 — ranked top 50 nationwide and seventh in Banking & Financial Services. We’re also proud signatories of the Armed Forces Covenant, actively supporting veterans, reservists and military families. Guided by our values — caring for people, pulling together, finding better ways and getting the right things done — we’re building a workplace where colleagues feel connected, valued and empowered. Alongside competitive pay, we offer meaningful benefits, salary reviews, a discretionary bonus scheme and continued recognition. We’re invested in your development too. With the right support and hands-on learning, you’ll grow your skills, shape your career and realise your ambitions. How We HireWe use AI to help organise applications and surface early matches, but all decisions are made by humans. Please apply authentically — especially during interviews. If you need assistive technology or reasonable adjustments (including the use of AI tools), please let the Talent Acquisition team know in advance and we’ll be happy to support you. Where we have reason to believe AI has been used inappropriately, we reserve the right to withdraw a candidate from the recruitment process. Equal Opportunities Vanquis Bank is an Equal Opportunity Employer. We value everyone’s unique background, identity and experience, and we’re committed to a workplace where all colleagues can thrive. If you need any adjustments or support during the recruitment process, please contact careers@vanquis.com and we’ll be happy to help. Src=VBGDF-12345