Customer Service Advisor Vulnerable Customers

Posted 9 April by Provident Financial Group Featured

Provident have been finding a better way for over 130 years… Now it's your turn.

Provident Financial Group are a FTSE250 organisation who have been based in Bradford since 1880. We exist to help people when others won't, and we're looking for Customer Service Advisors with experience working with vulnerable customers to join our growing Customer Care team in Bradford city centre. We call these roles Customer Care Officers, and it's a highly rewarding opportunity for those who are motivated by helping people and making a difference in their lives.

What is a Customer Care Officer?

Customer Care Officers work in a specialised team providing support to our vulnerable customers. The key focus of the role is to provide fair outcomes, and we do this by working closely with our vulnerable customers - supporting them to manage their account throughout the customer journey. We know that no two customers are the same, so we make sure every decision we make is in the customer's best interests and tailored to their individual needs.

This is a position where you manage your time between speaking with the customer over the phone, reviewing customer details, liaising with other departments and communicating with the customer by letter or email. A successful Customer Care Officer will have an analytical approach to reviewing customer accounts, the ability to empathise with the customer and the pro-active mind-set needed to help the customer manage their account with us.

Our Customer Care Officers work to agreed SLAs and targets, the most important of which is the quality of your decisions. We provide training when you initially start, and on-going support in the role.

We're a trusted and ethical lender - lending to our customers face to face and making sure the loans we offer are manageable, understandable, and exactly right for them. It's this personal, responsible approach that really makes us different. Joining our Customer Care team, you'll be a big part of this.

What experience is required?

The ability to meet and exceed quality targets to provide fair outcomes for customers is very important to us, as is the knowledge of what classifies a 'vulnerable customer'.

Because this is a specialised role, we ask that applicants have previous experience in a regulated working environment (e.g. FCA) and have good knowledge of Treating Customers Fairly (TCF). We'll ask applicants to evidence their excellent verbal and written communication skills.

More details...

Starting salary: £20,148 per annum (plus performance related bonus + benefits)
Hours of work: 37.5 hours per week on a rota shift between 8am - 8pm Monday - Friday & 9am - 5pm some Saturdays.
Benefits of working with us: Discounted public transport, excellent on-site facilities (including gym, subsidised restaurant and breakout areas), 25 days holiday plus bank holidays and a companywide dress down policy.

Your career at Provident Financial Group starts here…

If you have the experience we're looking for and you're looking for a new challenge in a specialist Customer Care opportunity - we would love to hear from you. Apply today!

Successful applicants will pass three years referencing, a credit & fraud check, and a criminal records check.

Required skills

  • Customer Service
  • TCF
  • FCA
  • Vulnerable Customers
  • Senior Customer Service

Reference: 34863632

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