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Application Form

Customer Account Agent

£17,800 p.a.

Chatham, Kent

Vanquis Bank

Who we are

Vanquis helps people who are excluded by mainstream banks take control of their financial situation. Whether they’re new to credit or need a hand rebuilding their credit file to manage life better, we make sure our services are straightforward and suitable for them to succeed.
We’re here to put people on a path to a better everyday life, not just our 1.7 million customers but our colleagues too. And we’re proud of the difference we make.

You and your team

Our Customer Account Agents provide best in class customer support by talking directly and honestly with our customers, developing a deep understanding of their circumstances to support them in managing their account.

The purpose of the customer account agent role is to support our customers through a change in their circumstances, offering them a range of support tool to help them manage their account and ultimately put them on a path to a better everyday life, whilst continuing to educate our customers in the best ways to continue building their credit, helping them to achieve their financial goals.

Working as part of the collections team, you will be working in an energetic and focused team, with a great support network to ensure you can build successful relationships with our customers, as well as being successful in your role.

Our team work on a shift basis, working between the hours of 8am - 8pm Monday to Friday and working 2 Saturdays every 4 weeks. The current working shift pattern is attached for your reference.

In your day to day role you will:

Take inbound and making outbound calls to customers who have missed payments on their credit card with Vanquis
Identifying solutions for the customer to help them move forward with their financial goals
Signposting customers to relevant departments or 3rd parties to best support them and their personal circumstances
Building rapport with customers quickly to ensure best service is able to be delivered
Meet defined individual and team targets to ensure business objectives are met
Record accurate customer information on the bespoke database
Ensuring customer confidentiality of information in line with the Data Protection Act and adherence to all regulatory FSA requirements.


What you’ll bring to the team

We are looking for keen individuals who are passionate about delivering a tailored customer service approach to help provide our customers with the best possible outcome for their circumstances.

We don’t ask for candidates who have experience in financial services, or even working in a contact centre, as we have an extensive training programme here at Vanquis which will teach you everything you need to know.

To be successful in this role, the following skills and experience is required:

A proven track record of providing outstanding customer service
Be able to adapt your communication approach to meet customers’ requirements, being empathetic to difficult situations our customers may face
Ability to problem solve for customers, finding the best solution for their circumstances, coming up with your own ideas to continue to support our customers
Maintain a high quality of service when speaking to a high volume of customers whilst being decision driven
An excellent attention to detail, with accurate data entry skills.


Why Vanquis?

Our colleagues are the most important part of delivering our purpose to put customers on a path to a better everyday life. If it wasn’t for their amazing efforts, ideas and energy we wouldn’t be the successful business that we are today. So we offer an attractive, competitive salary and benefits package for everyone including:

- Competitive base salary and rewards
- Monthly incentive scheme
- Competitive holiday entitlement – with one day accrued for each year of service (to max 30 days)
- Extensive opportunities for personal and career development
- A range of initiatives offered through our Sports & Social and Social Impact Programmes
- Perks at Work - A perks platform offering over 30,000 unique discounts
- Free tea, coffee and fruit
- Discounted gym membership
- Subsidised on-site restaurants

Find out more

Check out our social media channels find out more about everyday life at Vanquis – and don’t forget to follow us while you’re there!

LinkedIn: Vanquis Bank
Instagram: @vanquiscareers
Facebook: Vanquis Careers
Glassdoor: Vanquis Bank

Good luck!
#MakeWorkMeanMore

Contact Details

Cover Letter

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