Specialist Support Advocate

The West Brom; West Bromwich; On-site; GBP 24,000 - 32,000; Full time

Job summary

The West Brom is seeking a Specialist Support Advocate to join our Specialist Support Services on a permanent contract. The post holder will deliver excellent service to customers in vulnerable or potentially vulnerable situations while operating within regulatory requirements and supporting strategic objectives.

The role involves being available when customers need us, communicating across phone, email, live chat and written correspondence, and acting as a primary contact to provide accurate

Responsibilities

• Be there when our customers need us in a way which suits them via phone, email, live chat or written correspondence.
• Be a primary contact and provide the right information, first time for customers approaching 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 and make interactions easier.
• Reach out to customers to establish/maintain contact, keep them updated and look at how we can support them.
• Handle queries with confidence, whether it's about their account, support options or anything else customers need.
• Liaise with third party suppliers who offer additional support to our customers, or take further action when necessary.

Job description

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.