Overview
Job Overview- The Specialist Banking team are designed to support our vulnerable customers with their banking needs in an empathetic, friendly and inclusive approach across multiple channels. Our customers may be experiencing a range of vulnerabilities including life events and health conditions which may require additional navigation and compassion to provide both internal and external support. Each case presents a unique situation, and you need to be a confident communicator, an exceptional listener and a proven problem solver with an appreciation of the issues people can face in their daily lives to deliver a personalised service and a solution for their banking needs and any additional support required.
You will need to review each case and use your autonomy, alongside procedures, to make sound decisions considering impact to the bank and to the customer.
This is a rewarding role with the opportunity to make a difference to our customers and to develop your skills and knowledge for career progression.
Responsibilities
* Handle customer queries through their channel of choice including inbound/outbound calls, chat and FVQ memos.
* Support and manage queries directly from our vulnerable customers or via escalation from frontline colleagues for customers with more complex needs.
* Tailor your approach to meet the customer’s bespoke needs and have the opportunity to become a specialist in certain vulnerabilities.
* Always treat customers fairly and put them at the heart of all you do by listening and asking appropriate questions to fully understand their circumstances and tailor a solution or take actions that deliver good outcomes.
* Take ownership to recognise and explore the specific needs of the customer, using internal and external tools to offer tailored solutions while applying sound judgement and risk awareness to deliver the best outcomes.
* Be confident, outgoing and resilient, able to quickly establish rapport with customers to build lasting and trusting relationships.
* Work independently and as part of a team, with the ability to persevere in challenging situations.
* Act with integrity, offering solutions and communications and making decisions when they fall outside of policy and procedures as needed to achieve the right outcomes.
* Understand that a vulnerable customer is someone who, due to personal circumstances, is especially susceptible to detriment if appropriate levels of care are not provided.
* Educate and provide individual case support to other business areas, ensuring stakeholders maintain high standards in delivering the right outcomes for vulnerable customers. Communicate with emotional intelligence and judgement to deliver a compassionate customer experience.
Qualifications & Requirements
* Excellent communication and negotiation skills with the ability to connect with customers to understand their needs.
* Resilience and confidence to manage challenging conversations with patience and empathy, while monitoring the well‑being of the customer and making balanced, risk‑based decisions to ensure good outcomes.
* Ability to solve practical problems, ask questions, and collect information to provide customer‑centric solutions.
* Self‑motivation and a positive attitude with the confidence to act with integrity, providing support and solutions that may fall outside of policy and procedural adherence.
* Skills to use multiple systems to explore and meet customer needs and bespoke requirements.
* Core banking knowledge with personal banking/contact centre experience preferred.
Work Arrangement & Location
We are a flexible department open to supporting colleagues with a good work/life balance. Full‑time colleagues will be required to cover 08:00–20:00, Monday to Sunday. Key Time colleagues will be expected to commit to 28 hours within the operating window, with a balance of early and late shifts and weekend work.
This role is offered on a hybrid basis, with time split between office and home.
Expectation: 60% of hours should be office based. Office locations may include Sheffield, Leeds, Swansea, Maxim Park.
#J-18808-Ljbffr