Specialist Support Advocate

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

Benefits offered by this job

Development opportunities

25 days annual leave + bank holidays

2 volunteering days

Pension scheme

Enhanced maternity/paternity leave

Life assurance 4x salary

Private medical insurance

Electric/Hybrid car salary sacrifice

Perkbox access

Flexible working options

Job summary

West Brom Building Society is seeking a Specialist Support Advocate on a permanent, full-time basis in West Bromwich. The role focuses on delivering compassionate customer service to those in vulnerable situations across phone, email, live chat and written channels.

You will support customers through milestones such as end of mortgage term, financial difficulties or bereavement, ensuring accurate information and a smooth journey while staying compliant with policies and regulations.

Qualifications

• Focus on delivering excellent service to customers in vulnerable situations.
• Strong communication across phone, email, live chat and written correspondence.
• Ability to stay up to date on regulations, policies and procedures.

Responsibilities

• Be there when our customers need us in a way that suits them (phone, email, live chat, written correspondence).
• Provide the right information first time for customers nearing mortgage term ends, in financial difficulty or bereavement.
• Support customers throughout their journey with care and attention to detail; keep them updated.
• Liaise with third party suppliers to offer additional support when needed.

Skills

Customer service

Communication

Regulatory awareness

Tech-savvy

Job description

Salary: £25,330 rising to £25,830 upon successful completion of probation

Hours: Full time - 35 hours

Contract: Permanent

The West Brom are 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 which take into consideration individual needs and circumstances whilst operating efficiently and within regulatory requirements. They will aim to exceed expectations as set out in their individual objectives, they will also support the delivery of the Strategic objectives.

What the role will look like:

• Be there when our customers need us in a way which suits them. You’ll be chatting to our customers on the phone, by email, live chat and through written correspondence.
• Be a primary contact and providing the right information, first time for customers who are approaching the end of their residential mortgage term; in financial difficulty; or dealing with a bereavement.
• Working on customers’ accounts with care and attention to detail to support them throughout the journey and making interactions with us easier.
• Reaching out to customers to establish/maintain contact, keeping them updated and/or looking at how we can support them.
• Handling queries with confidence, whether it’s about their account, support options or anything else customers need.
• Liaising with third party suppliers who offer additional support to our customers, or where necessary, take further action.
• Staying up to date on regulation, policies and procedures so you’re always ready to share your knowledge and support with our customers.

What you will bring to the role:

• Someone who shows up every day with a positive, helpful, and supportive attitude and makes a heartfelt impression on our customers.
• A customer centric person who holds a genuine interest in customers and their needs.
• Have an infectious team spirit, ready to collaborate and share ideas but also be able to work on your own initiative, able to prioritise and manage your own workload to be available to our customers when they need us.
• A calm, clear, and confident communicator who can get their point across, as well as making other people feel heard.
• Empathy, we want you to put yourself in others’ shoes. You’ll need to listen, understand, and offer support to all our customers, as well as your colleagues.
• Confidence to challenge existing policies, processes, and procedures to deliver the right outcome, not just the easy one.
• Flexibility, there’ll be times when we’ll need you to step up to help your team and other teams, especially during our busy times.
• Tech-savvy – you’ll need to be able to use a computer and work your way around our systems once we’ve shown you the ropes.
• A curious mindset, you’ll be ready to learn and grow, open to challenges and developing new skills.

We Value a diverse range of skills and experiences here at the West Brom. So even if you don't meet every single requirement listed in the job description but are passionate about the role, we still encourage you to apply.

What's in it for you:

• We pride ourselves on our development opportunities and always look to promote from within wherever possible,
• Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us and the opportunity to buy or sell up to 5 days holiday each year,
• 2 paid volunteering days a year,
• Living Pensions: Pension scheme starting at 5% contribution from you and 7% contribution from us, and we’ll match your further contributions up to 10.6%
• Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave,
• Life assurance provided by the Society at 4 times your salary,
• Yearly performance related pay scheme and pay review,
• Private medical insurance that’s discounted when your time with us grows, with the option to include family members,
• Salary Sacrifice Electric/Hybrid Car Scheme,
• A Perkbox account – giving you 24/7 access to perks, benefits, discounts, wellbeing tools and loads more!
• And much more, from flexible working options, wellbeing support and a whole heap of warm West Bromness.

Why choose the West Brom?

At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We’re proud of our heritage and absolutely believe that the West Brom is a great place to work. Our employers are the heart of bringing our new vision to life- where our customers and communities own a more secure future. Everyday, through the work they do together and the care they show, they’re helping turn that vision into real and lasting.

We’re a Disability Confident Leader and encourage disabled applicants and all from diverse backgrounds to apply. We’ll do what we can to adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet what we’re looking for. If you need any support with applying to one of our roles, get in touch at [e-mail].

Head Office: 2 Providence Place West Bromwich B70 8AF. www.westbrom.co.uk The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Register no. 104877. ‘the West Brom’ is a trading name of West Bromwich Building Society.