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For Companies At a Glance
- Tasks: Deliver exceptional customer experiences and handle complex queries across multiple channels.
- Company: Join Vanquis Bank, a caring and supportive workplace with a strong community focus.
- Benefits: Enjoy 25+ days holiday, workations, birthday leave, and access to LinkedIn Learning.
- Why this job: Make a real impact by helping customers navigate their financial journeys with care.
- Qualifications: Strong communication skills and experience in sales or customer service environments.
- Other info: Be part of a Great Place to Work and grow your career in a dynamic environment.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Working Pattern: Hybrid (usually a couple of days a week in the office).
What We Offer
- Holidays: 25 days (rising to 30) + buy/sell up to 5 days + swap up to 4 bank holidays.
- Pension: Up to 10% employer contribution.
- Enhanced Leave: Enhanced maternity (post-probation), 4 weeks’ paternity, and paid neonatal & carers leave.
- Workations: Work abroad for up to 20 days a year in approved countries.
- Birthday Leave: Your birthday off paid.
- Learning: Access to LinkedIn Learning for all colleagues.
- Financial Wellbeing: Free Snoop Premium subscription.
- Healthcare: Self-pay Denplan & optional Private Medical Insurance.
The Role
You and your Team
As a Customer Operations Advocate, you’ll play a key role in delivering exceptional experiences for our customers by handling complex queries across multiple channels. You’ll specialise in a dedicated product area, developing deep expertise that enables you to confidently guide and support customers throughout their journey with us. This role is ideal for someone who thrives on problem‑solving, enjoys building strong customer relationships, and is passionate about providing outstanding service through objectives and regulatory expectations. You’ll champion best practice, support continuous improvement, and help shape a customer-first culture across the operation.
As a Customer Operations Advocate, you will:
- Deliver exceptional customer experiences by using your product expertise and journey‑moment knowledge to engage across telephony and non‑telephony channels.
- Take full ownership of customer situations, exploring individual circumstances and making fair, case‑by‑case decisions—even when these fall outside standard processes.
- Support customers in vulnerable or financially difficult circumstances, ensuring risks are identified, controlled, and any detriment is quickly recovered.
- Work confidently within policy, process and regulatory requirements, maintaining a strong understanding of customer touchpoints and SLAs.
- Collaborate effectively with internal stakeholders to enable first‑contact resolution and informed future customer decision‑making.
- Embrace a flexible, continuous‑improvement mindset in a fast‑paced environment, staying proactive in learning and keeping up to date with operational changes.
What We’re Looking For
- A confident communicator with strong written and verbal skills, able to adapt to a wide range of customers, including those in vulnerable circumstances.
- Skilled in analysing data, interpreting facts and figures, and using insights to make well‑informed decisions.
- Proven ability to build and maintain professional relationships with both internal teams and external partners.
- Strong commercial awareness, excellent attention to detail, and the ability to follow processes accurately while maintaining organised, accessible documentation.
- Experienced in sales and/or telephone‑based environments, with desirable experience using First Vision and CRM systems.
- Familiarity with working in regulated industries, demonstrating an understanding of compliance and governance expectations.
Our average process takes up to 4 weeks, but we’ll work around your availability. You’ll also have access to our Talent Acquisition team throughout. Offers are subject to standard background checks (credit, fraud and employment references).
Who we are
At Vanquis, our purpose is simple: to deliver caring banking that helps people make the most of life’s opportunities. Founded in 1880, we’re now a FTSE All Share specialist bank supporting over 1.7 million UK customers with responsible, tailored lending. We’re proud to be certified as a Great Place to Work and recognised by the Financial Times as one of the UK’s Best Employers 2025 — ranked top 50 nationwide and seventh in Banking & Financial Services. We’re also proud signatories of the Armed Forces Covenant, actively supporting veterans, reservists and military families. Guided by our values — caring for people, pulling together, finding better ways and getting the right things done — we’re building a workplace where colleagues feel connected, valued and empowered. Alongside competitive pay, we offer meaningful benefits, salary reviews, a discretionary bonus scheme and continued recognition. We’re invested in your development too. With the right support and hands‑on learning, you’ll grow your skills, shape your career and realise your ambitions.
How We Hire
We use AI to help organise applications and surface early matches, but all decisions are made by humans. Please apply authentically — especially during interviews. If you need assistive technology or reasonable adjustments (including the use of AI tools), please let the Talent Acquisition team know in advance and we’ll be happy to support you. Where we have reason to believe AI has been used inappropriately, we reserve the right to withdraw a candidate from the recruitment process. Vanquis Bank is an Equal Opportunity Employer. We value everyone’s unique background, identity and experience, and we’re committed to a workplace where all colleagues can thrive. If you need any adjustments or support during the recruitment process, please contact careers@vanquis.com and we’ll be happy to help.
Customer Operations Advisor in Chatham employer: Vanquis
Contact Detail:
Vanquis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Advisor in Chatham
✨Tip Number 1
Get to know the company culture! Before your interview, check out Vanquis's values and mission. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since the role involves handling complex queries, think of examples from your past experiences where you successfully resolved issues. This will demonstrate your ability to thrive in a fast-paced environment.
✨Tip Number 3
Show off your communication skills! During the interview, be clear and confident in your responses. Remember, they’re looking for someone who can adapt to a wide range of customers, so practice explaining things simply and effectively.
✨Tip Number 4
Don’t forget to ask questions! Prepare a few thoughtful questions about the role or the team. This shows your enthusiasm and helps you figure out if Vanquis is the right fit for you. Plus, it’s a great way to engage with your interviewers!
We think you need these skills to ace Customer Operations Advisor in Chatham
Some tips for your application 🫡
Be Yourself: When you're filling out your application, let your personality shine through! We want to get to know the real you, so don’t be afraid to show us what makes you unique.
Tailor Your Application: Make sure to customise your application for the Customer Operations Advisor role. Highlight your relevant experience and skills that align with our values and the job description. It shows us you’re genuinely interested!
Showcase Your Communication Skills: Since this role requires strong written skills, pay attention to your language and clarity. Use concise sentences and avoid jargon. We want to see how well you can communicate your thoughts!
Apply Through Our Website: For a smooth application process, make sure to apply directly through our website. This way, you’ll have access to all the resources and support from our Talent Acquisition team if you need it!
How to prepare for a job interview at Vanquis
✨Know Your Product Inside Out
As a Customer Operations Advisor, you'll need to demonstrate deep expertise in your product area. Before the interview, make sure you understand the key features and benefits of the products you'll be discussing. This will help you confidently guide customers through their journey.
✨Showcase Your Problem-Solving Skills
The role requires someone who thrives on problem-solving. Prepare examples from your past experiences where you've successfully resolved complex customer queries or handled difficult situations. This will show your potential employer that you're capable of taking ownership and making fair decisions.
✨Communicate with Confidence
Strong communication skills are essential for this position. Practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to get comfortable discussing your experiences and how they relate to the role.
✨Embrace Continuous Improvement
Vanquis values a flexible, continuous-improvement mindset. Be prepared to discuss how you've adapted to changes in previous roles or how you've contributed to process improvements. This will highlight your proactive approach and willingness to learn.