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For Companies At a Glance
- Tasks: Deliver exceptional customer experiences and handle complex queries across multiple channels.
- Company: Join Vanquis, a caring bank recognised as one of the UK's Best Employers.
- Benefits: Enjoy 25+ days holiday, workations, birthday leave, and enhanced parental leave.
- Why this job: Make a real impact by supporting customers and shaping a customer-first culture.
- Qualifications: Strong communication skills and experience in sales or customer service environments.
- Other info: Flexible working arrangements and excellent career development opportunities await you.
The predicted salary is between 30000 - 42000 £ per year.
Contract Type: Permanent
Location: Chatham, Petersfield
Working Pattern: Hybrid (usually a couple of days a week in the office). We welcome part-time and flexible arrangements and will aim to match your current flexibility where possible.
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.
- Volunteering: 2 paid volunteering days.
- Learning: Access to 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.
Customer Operations Advocate in Chatham employer: Vanquis
Contact Detail:
Vanquis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Advocate in Chatham
✨Tip Number 1
Get to know the company inside out! Research Vanquis, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for their mission.
✨Tip Number 2
Practice your communication skills! As a Customer Operations Advocate, you'll need to connect with all sorts of customers. Role-play with a friend or use online resources to sharpen your verbal and written skills.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you turned a tricky situation into a positive outcome. This will help you stand out during interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll have access to our Talent Acquisition team who can guide you through the process.
We think you need these skills to ace Customer Operations Advocate in Chatham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Customer Operations Advocate role. We want to see how you can deliver exceptional customer experiences, so don’t hold back on showcasing your relevant expertise!
Show Off Your Communication Skills: Since this role requires strong written and verbal communication, ensure your application reflects that. Use clear, concise language and demonstrate your ability to adapt your tone for different audiences. We love a confident communicator!
Highlight Problem-Solving Abilities: As a Customer Operations Advocate, you'll need to tackle complex queries. Share examples in your application where you've successfully resolved issues or supported customers in challenging situations. We’re all about finding better ways!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to keep track of your application and get back to you quickly. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Vanquis
✨Know Your Product Inside Out
As a Customer Operations Advocate, you'll need to demonstrate your expertise in the product area. Make sure you research the products thoroughly and understand their features, benefits, and common customer queries. This will help you answer questions confidently and show that you're ready to support customers effectively.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved complex customer issues in the past. Think about specific situations where you took ownership and made fair decisions, especially in challenging circumstances. This will highlight your ability to handle difficult situations and your commitment to providing outstanding service.
✨Communicate with Confidence
Practice your verbal and written communication skills before the interview. Be ready to adapt your communication style to different customer needs, especially for those in vulnerable situations. Clear and empathetic communication is key, so consider role-playing with a friend to refine your approach.
✨Understand Compliance and Governance
Familiarise yourself with the compliance and regulatory requirements relevant to the role. Be prepared to discuss how you would ensure adherence to these standards while still delivering exceptional customer experiences. Showing that you understand the importance of governance will set you apart as a candidate who takes their responsibilities seriously.
