Care-Focused Specialist Support Advocate

West Brom Building Society; West Bromwich; On-site; GBP 25,000 - 26,000; Full time

Benefits offered by this job

Holiday allowance 25 days

Bank holidays

Volunteer days

Pension scheme

Life assurance

Performance pay

Private medical insurance

Car salary sacrifice

Perkbox access

Flexible working

Job summary

West Brom Building Society is recruiting a Specialist Support Advocate to join our Specialist Support Services on a permanent basis at Head Office, West Bromwich. The post holder will deliver excellent customer service to vulnerable customers, ensuring outcomes consider individual needs while meeting regulatory requirements.

The role involves multichannel customer contact, handling queries, and liaising with third parties to provide appropriate support.

Qualifications

• Experience delivering excellent customer service.
• Ability to handle calls, emails, live chat and written correspondence.
• Empathy and confident communication.
• Attention to detail and ability to work within regulatory requirements.

Responsibilities

• Be there when our customers need us in a way which suits them across phone, email, live chat and written correspondence.
• Be a primary contact and provide the right information first time for customers nearing the end of their residential mortgage term, in financial difficulty, or dealing with bereavement.
• Work on customers’ accounts with care and attention to detail to support them throughout the journey.
• Reach out to customers to establish/maintain contact and keep them updated on how we can support them.
• Handle queries about accounts or support options with confidence.
• Liaise with third party suppliers who offer additional support or take further action when needed.
• Stay up to date on regulation, policies and procedures to share knowledge with customers.

Job description

West Brom Building Society is recruiting a Specialist Support Advocate to join our Specialist Support Services on a permanent basis at Head Office, West Bromwich. The post holder will deliver excellent customer service to vulnerable customers, ensuring outcomes consider individual needs while meeting regulatory requirements.

The role involves multichannel customer contact, handling queries, and liaising with third parties to provide appropriate support.