Vulnerable-Customer Care Champion (Hybrid)

Zopa Bank Limited; City of Westminster; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services provider in the UK seeks a Customer Care Specialist to join their elite team. In this hybrid role, you will support vulnerable customers by providing bespoke solutions and handling complex cases. Excellent communication and conflict resolution skills are essential. You'll work with various operational areas, adhere to regulatory standards, and ensure outstanding customer outcomes. If you are motivated, compassionate, and can adeptly manage difficult conversations, this may be the perfect opportunity for you.

Qualifications

• Experience in a customer-focused environment, ideally in call centre duties.
• Ability to handle difficult conversations calmly and effectively.
• Understanding of FCA regulations, GDPR, and FG21.1 regulation.

Responsibilities

• Build and maintain one-to-one relationships with customers.
• Complete customer reviews via preferred communication channels.
• Respond to customer and third-party emails within a 3-day SLA.
• Propose suitable customer outcomes based on evidence provided.
• Handle administrative work related to correspondence from third parties.
• Signpost customers to non-profit charities and debt agencies.

Skills

Customer-focused environment

Handling difficult conversations

Excellent communication skills

Conflict resolution

Microsoft Office proficiency

Job description

A leading financial services provider in the UK seeks a Customer Care Specialist to join their elite team. In this hybrid role, you will support vulnerable customers by providing bespoke solutions and handling complex cases. Excellent communication and conflict resolution skills are essential. You'll work with various operational areas, adhere to regulatory standards, and ensure outstanding customer outcomes. If you are motivated, compassionate, and can adeptly manage difficult conversations, this may be the perfect opportunity for you.