Customer Account Agent

Vanquis Bank; Petersfield; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Vanquis Bank is seeking a Customer Operations professional to manage complex customer interactions in a hybrid work environment. This role is centered on delivering excellent customer outcomes by guiding and supporting customers, particularly those facing financial difficulties. The successful candidate will demonstrate strong communication and analytical skills while enhancing the overall customer experience.

Benefits

Discretionary annual bonus

25 days holiday (up to 30 based on service)

Pension scheme with matched contributions up to 10%

2 paid days for volunteering

Enhanced maternity pay (post-probation)

4 weeks paid paternity leave

Access to LinkedIn Learning

Snoop Premium

Private Medical Insurance

Qualifications

• Experience interacting with vulnerable customers through various communication methods.
• Ability to analyze data for informed decision-making.
• Excellent communication across phone, email, and SMS.

Responsibilities

• Manage complex customer interactions across multiple channels.
• Engage with customers using product knowledge.
• Guide customers in financial difficulty.

Skills

Communication skills

Data analysis

Customer relationship management

Job description

Social network you want to login/join with:

Working Pattern: Our working style is hybrid, with an emphasis on collaborative work, typically 1 to 3 days per week in our offices.

Benefits: Discretionary annual bonus, 25 days holiday (up to 30 days based on service), pension scheme with matched contributions up to 10%, 2 paid days for volunteering, enhanced maternity pay (post-probation), 4 weeks paid paternity leave, LinkedIn Learning access, Snoop Premium, Private Medical Insurance.

We encourage applicants to apply even if they don't meet all criteria; your unique strengths and eagerness to learn are valued.

You and Your Team:

You will report to the Customer Operations Associate Lead. Your role involves managing complex customer interactions across multiple channels, specializing in a specific product area of VBG, to support customers effectively throughout their journey with us.

You will understand all aspects of the customer journey and use your expertise to deliver excellent customer outcomes aligned with business and regulatory standards.

Daily Responsibilities:

• Engage with customers using product and journey knowledge.
• Provide exceptional service, exploring customer circumstances in detail.
• Guide & Support customers, especially in financial difficulty.
• Make fair decisions beyond current processes to achieve the best outcomes.
• Understand key customer touchpoints, policies, and SLAs.
• Deliver great service using VBG products & services, including support for vulnerable customers and remediation.
• Enhance customer experience by removing friction and applying judgment when issues arise.

Preferred Skills:

• Experience with various communication methods, including written and verbal, with diverse and vulnerable customers.
• Ability to analyze data and interpret facts for decision-making.
• Experience in managing professional relationships internally and externally.
• Excellent communication skills across phone, email, and SMS.
• Support team goals by maximizing customer interactions and resolving issues promptly.

Interview Process:

• Initial 30-minute phone interview with Talent Acquisition.
• Follow-up 60-minute interview with the hiring team (Danny Yeadon and/or Molly McNulty).

The process typically takes up to 4 weeks, with flexibility to accommodate your availability. Background checks are required for employment offers, including criminal, credit, fraud, and references.

Work Flexibility: We support part-time work and flexible arrangements to help balance your commitments and work-life needs.

Why Work for Us?

We are Vanquis Banking Group, a FTSE All Share company established in 1880, serving 1.75 million UK customers through Vanquis, Moneybarn, and Snoop. Our purpose is to provide caring banking that enables our customers to make the most of life’s opportunities.

We prioritize our colleagues' well-being by offering competitive salaries, benefits, recognition schemes, pension schemes, and development opportunities. We are committed to supporting your career growth from day one.

Equal Opportunity Statement

We celebrate diversity and are committed to creating an inclusive environment where everyone can thrive. We value your unique background and experiences, which help us serve our customers better and fulfill our mission to improve everyday lives.