Customer Operations Acquiring Ambassador

Closing Date: Tuesday 29 October 2024

Customer Operations Acquiring Ambassador

Location: Bradford, Chatham or Petersfield

We are happy for you to be based in Bradford, Chatham or Petersfield but please note that occasional travel will be required to our other offices.

Shift Pattern: 4-week rotation, 9am – 5:30pm and 10:30am – 7pm with the requirement to work the weekend

Working Pattern: Our working style is hybrid, but we recognise the importance of collaborative working with our colleagues often 1 day per week in one of our offices

Benefits: Discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, 2 paid days to ‘give back’, enhanced maternity pay (once successfully passing probation), 4 weeks paid paternity, LinkedIn Learning for all, Snoop Premium, Private Medical Insurance

Don’t hesitate to apply for a role even if you don’t meet all the criteria; your unique strengths and eagerness to learn can be just as valuable.

You And Your Team

Are you passionate about delivering exceptional customer service and experiences? Join us as a Customer Operations Acquiring Ambassador at VBG! In this role, you will report to the Customer Operations Ambassador Lead and play a key part in ensuring great customer outcomes through our products and services. Your dedication to excellence will make a difference for both customers and introducers.

In your day-to-day role, as a Customer Operations Acquiring Ambassador you will:

• Understanding the key customer & introducer onboarding journey and how through all VBG products on offer, we can help put them on a path to a better everyday life
• Act as a primary case specialist for all product onboarding journeys, referrals and queries
• Delivery of exceptional customer experience and great customer outcomes
• To take ownership for and handle complex customer queries to resolution
• Make fair decisions that lie outside of current processes to achieve the right outcome for each customer
• Diligently and effectively liaise between key contacts, to resolve onboarding concerns, including external processing team, introducers and internal teams
• Understand our customer needs through identifying vulnerabilities and accommodating additional support requirement
• To identify suspicious patterns or trends in onboarding activity or data, resolving, declining or pursuing further where required
• Efficiently perform a wide range of technical administrative processes across all product onboarding journeys

What will make you stand out?

• Experienced in different communication methods including both written and verbal with a wide range of customers
• Experienced in analysing data and interpreting facts and figures to make informed decisions
• Experienced in managing and maintaining professional working relationships, both internally and externally
• Good commercial acumen
• Excellent attention to detail and ability to follow processes
• Ability to create and maintain accurate/accessible and organised documentation
• Experience working in a sale and/or telephone-based role
• Experience of working within a regulated industry is desirable

The Interview Process

• Up to 30-minute telephone call with a member of the Talent Acquisition team
• Up to 1 hour competency-based interview with the hiring Manager
• Final interview with the team

Our average process takes up to 4 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process.

As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check, fraud check and employment references.

Your working life: If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.

Why work for us?

We’re Vanquis Banking Group plc, an FTSE All Share company and a leading specialist bank, established in 1880. We lend responsibly, providing tailored products and services to 1.75 million UK customers through Vanquis, Moneybarn, and Snoop. Our purpose is simple: to deliver caring banking so our customers can make the most of life’s opportunities.

At Vanquis Banking Group we believe in looking after our colleagues, so we do our best to create a rewarding, engaging, and supportive work environment across our various divisions.

We let our colleagues know we appreciate their hard work by offering competitive salaries, benefits, and a Group wide recognition scheme. All colleagues are eligible to join a pension scheme, and, after six months’ service, you can join our 'Buy as you Earn' schemes.

We offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role. From your first day working with us, we’ll help you settle into your new role and are happy to talk to you about your career aspirations.

Equal Opportunity Statement

Here at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, martial or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible.

At the end of the day, it's our people that help us to fulfil the reason why we’re here in the first place: to help put people on a path to a better everyday life.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available to help. You can contact us at [email protected]