Vulnerable Customer Support Specialist

Vulnerable Customer Support Specialist

Contract Type: Permanent ¦ Full Time

Location: Chatham 

Working Pattern: Hybrid—typically a couple of days a week in the office. Part-time arrangements are considered to support work-life balance.

What We Offer:

• Holidays: 25 days holiday up to 30 days (depending on service)
• Pension: We know it is important to save for the future, that is why we will contribute up to 10%
• Maternity/Paternity: We realise that family time is important, we offer enhanced maternity (after successful completion of probation) and 4 weeks paternity leave
• Workations: opportunity to work abroad 20 days a year (approved list of countries) enable you to visit family and friends or extend your trip
• Volunteering: 2 paid days to ‘give back’ to the charity of your choice
• Development: LinkedIn Learning for all
• Finance: Snoop Premium available to all colleagues
• Opportunities to connect: via quarterly socials, in-person and virtual company updates
• Medical: Opportunity to opt in for Private Medical Insurance
• Bonus: Discretionary annual bonus

This role does require the successful candidates to work a shift pattern:

4 week shift pattern, covering operational hours 2 weeks, 8:30am – 4:30pm , 1 x week 9:30am -5:30pm and 1 x week  11:30am -7pm

Are you passionate about making a positive impact? As a Vulnerable Customer Support Specialist, you’ll play a key role in providing tailored support to our particularly vulnerable customers. In this role, you'll conduct comprehensive case reviews of referred accounts, working closely with various teams across the business. Your expertise will help ensure that customers who need extra assistance receive personalized solutions and ongoing support to manage their accounts and navigate their unique circumstances.

As a Vulnerable Customer Support Specialist, you will:

• Manage our ‘particularly vulnerable customer’ portfolio, ensuring that appropriate levels of diligence, care and contact are applied
• Take ownership in providing our particularly vulnerable customers with a great experience, exploring and understanding their circumstances in detail
• Make fair decisions that lie outside of current processes to achieve the right outcome for each customer
• Have a deep understanding of all customer touchpoints including policy, processes and set SLA’s
• Will work within regulations specifically relating to customers in vulnerable circumstances
• Great verbal and written communication, being responsible for both telephony and non-telephony channels
• Aid recovery of any customers who have been put at detriment
• Effectively liaise with internal stakeholders to aid in first contact resolution
• Review of supporting medical evidence to help with decisioning the right outcome for our customers
• Identify and process any Power of Attorney’s or Court of Protections instructions in relation to vulnerable customers
• Identify and control risks to customers, colleagues, and the business
• Utilise all types of customer information to inform future customer decision making
• Offering the appropriate level of care and support in respect of the customer’s vulnerability and if needed, signposting to external organisations. 
• Processing customer correspondence in relation to vulnerability within set SLA’s and supporting the concept of ‘first point resolution’
• All communications and decisions are well documented whilst adhering to all protocols relating to the recording of sensitive customer information.

What We’re Looking For:

• Experienced in using different communication methods including both written and verbal with a wide range of customers including those considered as vulnerable  
• 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

Offers are subject to satisfactory background checks, including credit, fraud, and employment references.

Who We Are:
 

At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life’s opportunities. Established in 1880, we’re now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.75 million UK customers.

Vanquis has been named one of the Financial Times UK’s Best Employers 2025, ranking in the top 50 nationwide and seventh in Banking and Financial Services. This recognition is based on independent employee feedback, reflecting our strong workplace culture, career growth opportunities, and commitment to our people. Our dedication to making a real difference for customers and supporting our colleagues remains at the heart of what we do.

We take care of our colleagues as well as our customers, working hard to create a rewarding and supportive work environment. That means competitive salaries, benefits, and a Group-wide recognition scheme. Everyone can enrol in our pension and after six months, you can join our ‘Buy as You Earn’ scheme.

We’re about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know you’re here to build your career, so we help every colleague with training and development opportunities. Making sure there’s always something new to learn.

Vanquis Bank is an Equal Opportunity Employer

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 careers@vanquis.com