Specialist Support Advocate

The West Brom; West Bromwich; On-site; GBP 24,000; Full time

Job summary

The West Brom seeks a Specialist Support Advocate to provide exceptional service to customers in vulnerable situations. In this full-time permanent role, you will be responsible for managing customer accounts, ensuring compliance, and contributing to the Society’s objectives. The position offers a competitive salary and benefits, with flexible working options available.

Benefits

25 days annual leave + 8 bank holidays

Pension scheme with contribution augmentation

Social club membership

Performance-related pay scheme

Corporate health plan

Discounted travel cards

Life assurance at 4x salary

Qualifications

• Proficiency in core Microsoft applications is required.
• High attention to detail and ability to handle complex scenarios.

Responsibilities

• Provide first-class service to customers in vulnerable situations.
• Manage accounts and achieve solutions for customers within timescales.
• Ensure compliance with regulatory requirements.

Skills

Attention to detail

Analytical skills

Effective communication

Proficient in Microsoft applications

Adaptable and innovative

Ability to work under pressure

Job description

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Client:

The West Brom

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Other

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Job Reference:

a1a7fbd8c7f6

Job Views:

5

Posted:

22.06.2025

Expiry Date:

06.08.2025

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Job Description:

Job Description

Specialist Support Advocate

Salary: £23,600 per annum

Hours: Full time - 35 hours

Contract: Permanent

The West Brom is looking to recruit a Specialist Support Advocate to join our Specialist Support Services on a permanent contract. The post holder will have a passion for delivering excellent service to customers who find themselves in vulnerable or potentially vulnerable situations.

They will strive to ensure good outcomes are achieved, considering individual needs and circumstances, while operating efficiently within regulatory requirements. They will aim to exceed expectations as set out in their individual objectives and support the delivery of the Strategic objectives.

Key Responsibilities:

• Provide a first-class, empathetic service to both internal and external customers.
• Be an advocate for change with the customer at the heart of all activities.
• Proactively manage accounts through all core systems within an agreed timescale to achieve appropriate solutions for customers.
• Liaise with third parties when required.
• Ensure all delegated tasks are completed to the highest standard.
• Contribute to the Society’s Risk Framework by escalating any identified risks.
• Ensure compliance with the FCA’s Mortgage Conduct of Business (MCOB) rules, evidential provisions, and guidance.
• Take ownership of personal performance improvement plans and development, with regular reviews with a senior or team leader.

Skills and Experience Required:

• Proficient in PC use and all core Microsoft applications.
• Adaptable, agile, and innovative.
• High attention to detail, motivated, and proactive.
• Analytical skills with the ability to understand complex matters and make informed decisions.
• Aware of personal impact on individuals and scenarios.
• Effective verbal and written communication skills for diverse audiences.
• Maintain effective and up-to-date administration records.
• Ability to work positively under pressure.

What’s in it for you?

We believe our people are our greatest asset. Alongside your salary, you will enjoy benefits such as:

• Generous annual leave starting at 25 days + 8 bank holidays (pro rata)
• Pension scheme with contribution augmentation
• Social club membership with discounts for family days out and events
• Performance-related pay scheme
• Corporate health plan, including options for family members
• Discounted travel cards
• Life assurance at 4x salary

We support flexible/hybrid working arrangements. Our recruitment team can provide further details.

Why choose the West Brom?

We value our employees' unique needs and life circumstances. We are proud of our heritage and believe the West Brom is a great place to work.

Apply today!

*Please note, we may withdraw this advert earlier than the expiry date, so apply promptly.*