Your Role:
As a key support person with the Customer Advocacy Unit, you will play a role in supporting the customers in vulnerable circumstances. You will proactively investigate, assess, and resolve
escalated customer issues ensuring that customers in vulnerable circumstances receive a fair,
compassionate, and compliant experience. This role requires excellent written and verbal
communication, strong judgement, and the ability to navigate sensitive and complex customer
situations with care and professionalism.
Your Responsibilities:
- Manage daily volumes of customers in vulnerable circumstances enquiries, escalations, and correspondence efficiently and within agreed SLAs.
- Respond promptly to internal and external queries, providing clear, empathetic and accurate guidance on supporting customers in vulnerable circumstances.
- Investigate escalations thoroughly whether received by phone, email, written correspondence or via branch or operations and ensure all steps follow internal Customer Advocacy procedures.
- Assess and adjudicate cases relating to service, process, support needs and policy application, ensuring decisions are fair, consistent and well documented.
- Ensure all escalations and cases are fully compliant with regulatory requirements, including CPC, GDPR, ADMA
- Liaise with branches, operational teams and specialist departments to gather information, clarify issues, and agree appropriate customer outcomes.
- Identify service improvements, process gaps or systemic issues and escalate them for remediation to reduce recurrence.
- Escalate any emerging risk, conduct concerns or regulatory issues to the relevant manager or Compliance.
- Promote a strong customer centric culture, with a focus on empathy, accessibility, and fair outcomes for customers in vulnerable circumstances.
Requirements:
Essential
- Strong communication and interpersonal skills, with an ability to engage sensitively and professionally with colleagues.
- Strong interpersonal skills and the ability to work effectively with a wide range of stakeholders.
- Demonstrated creativity and innovation in analysis and problem solving.
- Good understanding of banking processes, particularly those relating to customer journeys or risk related activities.
- High proficiency in PC skills, including strong Excel and Word capabilities.
- Experience working in a reporting or data insights environment.
- Contribute to operational support tasks, administrative duties, and day to day functioning of the Customer Advocacy Unit.
- Maintain high quality recordkeeping, case notes, and documentation standards.
- Ensure excellent communication across the team to support seamless case management and consistent treatment of customers vulnerable circumstances.
- Meet all departmental SLAs and adhere strictly to internal policies, governance requirements, and regulatory expectations.
Desired
- Strong investigation skills, with the ability to identify service gaps, emerging risks, vulnerability indicators and conduct concerns.
- Commitment to full compliance with all internal and external rules, regulatory requirements and policies.
- Strong PC skills (Word, Excel, PowerPoint) and ability to learn new systems quickly.
- Excellent planning, organisation, and time management skills.
- High levels of drive, resilience, and self motivation, particularly when dealing with sensitive or complex customer situations.
