Collections Call Centre Agent
Location: Chatham/Petersfield
Salary:
Closing Date: Wednesday 15 May 2024
Customer Operation Advocate/ Ambassador
Location: Chatham or Petersfield
We are happy for you to be based in Bradford, Chatham or Petersfield but please note that occasional travel will be required to our other offices
Working Pattern: Our working style is hybrid, but we recognise the importance of collaborative working with our colleagues often 1 to 3 days per week in one of our offices
Benefits: Discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, 1 paid day to ‘give back’
Don’t hesitate to apply for a role even if you don’t meet all the criteria; your unique strengths and eagerness to learn can be just as valuable.
You and Your Team:
As a Customer Operations Ambassador reporting to the Customer Operations Associate Lead the Customer Operations Ambassador is a highly skilled role, putting our customers first and acting as a role model and escalation point to their colleagues.
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 Ambassador you will:
1. Deliver great customer service and outcomes using VBG products & services to help customers requiring forbearance, additional vulnerable support, and remediation
2. Manage all customer touchpoints and have a comprehensive understanding of all customer service policies and processes
3. To improve customer experience, by removing friction points and applying own expert judgement when things go wrong
4. Achieve customer & department KPIs/SLAs inline with placement requirements
5. Resolve customers query at first contact, without the need for repeat contact
6. Understand key financial difficulty triggers, applying the relevant internal frameworks and outcome to avoid customer detriment
7. Aid recovery of any customers who have either been put at detriment or have had an undesirable experience
8. Using own judgement, make fair decisions that lie outside of routine processes to relieve friction, promote great outcomes and/or avoid detriment
9. Understand our customer needs through identifying vulnerabilities and accommodating additional support requirements
10. Identify and control risks to customers, colleagues, and the business
11. Efficiently perform a wide range of technical administrative processes across all product onboarding journeys
12. Be flexible to support changing business requirements in a dynamic and fast paced environment which may involve supporting other teams during times of peak workload
13. Supporting a continuous improvement ethos within operations and the wider business
14. Be hungry to learn and proactive in recommending operational process changes
15. Understand and adhere to financial regulatory requirements
What will make you stand out?
16. Experienced in using different communication methods including both written and verbal with a wide range of customers
17. Experienced in analysing data and interpreting facts and figures to make informed decisions
18. Experienced in managing and maintaining professional working relationships, both internally and externally
19. Good commercial acumen
20. Excellent attention to detail and ability to follow processes
21. Ability to create and maintain accurate/accessible and organised documentation
22. Experience working in a sale and/or telephone-based role
23. Experience of working within a regulated industry is desirable
The interview process:
24. Up to 15 min conversation with the TA Specialist
25. Final interview with the hiring manager for 1 hour to discuss the role.
Our average process takes up to 4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process.
As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check, fraud check and employment references.
Your working life: If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great 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.
Why work for us?
Back in 1880, our founder, JK Waddilove started to provide factory workers in Bradford, with essentials, when others wouldn’t, like coal and clothing.
Times have changed since then, society has moved on, and our market and customer needs have evolved. What has not changed though, is our long-established desire to help put people on a path to a better everyday life.
Today we have stayed true to our purpose, just as we’ve always done, in our communities, for our customers, in an evolving and changing world.
It’s why we are here, it’s how we will stay, and as Vanquis Banking Group, we can look to the future, and look back at our past with pride.
At Vanquis Banking Group we believe in looking after our colleagues, so we do our best to create a rewarding, engaging, and supportive work environment across our various divisions.
We let our colleagues know we appreciate their hard work by offering competitive salaries, benefits, and a Group wide recognition scheme. All colleagues are eligible to join a pension scheme, and, after six months’ service, you can join our ‘Save as you Earn’ and 'Buy as you Earn' schemes.
We offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role. From your first day working with us, we’ll help you settle into your new role and are happy to talk to you about your career aspirations.
Equal Opportunity Statement
Here at Vanquis Banking Group, we embrace everyone’s 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 we’re here in the first place: to help put people on a path to a better everyday life.