Customer Operations Ambassador Chatham, England
Vanquis Bank
Full Time
Chatham, England
26500 GBP ANNUAL Today
Job description
About Us:
Vanquis Banking Group has a rich history dating back to 1880. The company was founded in Bradford by Joshua Kelley Waddilove as The Provident Clothing and Supply Company to help people access finance and goods who couldn’t from traditional lenders.
Today, Vanquis Banking Group is a FTSE All Share company listed on the London Stock Exchange with around 1.6 million customers and plays the same role in people’s lives today, as it did when it was founded.
Vanquis Banking Group is a unified group made up of two brands: Vanquis (cards and loans) and Moneybarn (vehicle finance). While they offer different products and services, they share the common purpose and customer-centric values at the heart of our group. We understand our customers are real people with varied life experiences, so everything we do from our products to our customer experience is designed with this in mind.
You and Your Team:
As Customer Operations Ambassador you’ll take on a highly skilled role, putting our customers first and acting as a role model and escalation point to your colleagues.
Assisting all types of customers in all situations across all product lines you’ll excel when working in a dynamic fashion, moving seamlessly from one customer interaction to the next. Having ownership of your workload means that you’ll also be responsible for prioritising your tasks, ensuring that the right things are done at the right time. But it’s more than just helping our customers. Being a true Customer Champion means always looking for ways to remove friction points, using your expert knowledge, judgement and confidence to apply the right approach when needed to deliver great customer outcomes.
In your day-to-day role, as a Customer Operations Ambassador you will:
- Manage all customer touchpoints and have a comprehensive understanding of all customer service policies and processes. You’ll deliver great customer service and outcomes using VBG products & services to help customers requiring forbearance, additional vulnerable support, and remediation
- Improve the customer experience by removing friction points and applying your own expert judgement when things go wrong. You’ll use your own judgement to make fair decisions that lie outside of routine processes to relieve friction, promote great outcomes and/or avoid detriment
- Be flexible to deal with changing business requirements in a dynamic and fast paced environment which may involve assisting other teams during times of peak workload
- Have knowledge of key financial difficulty triggers and identify vulnerabilities, applying the relevant internal frameworks and outcome to avoid customer detriment and accommodate additional requirements
- Support a continuous improvement ethos within operations and the wider business, you’ll be hungry to learn and proactive in recommending operational process changes
What you will bring to the team:
- You’ll have great knowledge of all VBG’s products (revolving credit, motor finance and loans), their features, benefits, and any product nuances
- Taking ownership and having a passion for good customer service your expert knowledge and clear communication will ensure a positive experience and first contact resolution. Highly skilled in all aspects of the customer journey you’ll ensure that your time is spent where our customers need you most
- Challenge the status quo and current process/policies, you’re always striving to make customer and colleague experiences better. Using your own experiences and customer feedback you’ll constantly bringing forward ideas to further improve the customer journey
- Role model the right behaviours and have the ability to work as part of a team, supporting and knowledge sharing with colleagues
- Experienced in using a variety of communication methods you’ll be confident dealing with a wide range of customers as well as managing and maintaining professional working relationships, both internally and externally
Why Vanquis Banking Group?
Our colleagues are the most important part of delivering our purpose to put customers on a path to a better everyday life. If it wasn’t for their amazing efforts, ideas and energy we wouldn’t be the successful business that we are today. So we offer an attractive, generous salary and benefits package for everyone including:
- Generous salary £26,500
- Discretionary bonus scheme
- 25 days holiday entitlement – with one day accrued for each year of service (to max 30 days)
- Defined contribution pension scheme
- Extensive opportunities for personal and career development
- Flexible and dynamic working policies
- A range of initiatives offered through our Sports & Social and Social Impact Programmes
- Perks at Work - A perks platform offering over 30,000 unique discounts
- Free tea, coffee and fruit
- Discounted gym membership
- Subsidised on-site restaurants
