Vulnerable Customer Support Specialist (12 months FTC)

Salary
Petersfield

The Vacancy

Vulnerable Customer Support Specialist

Contract Type: 12 months Fixed Term Contract Full Time

Location: Petersfield

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:

Full Time, Rotating Rotating 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

The Company

At Vanquis, we've been empowering lives since 1880. As a FTSE All Share company and leading specialist bank, we lend responsibly to over 1.69 million UK customers.

We're just as committed to our colleagues as we are to our customers, offering competitive salaries, comprehensive benefits, and recognition schemes. With pension plans, our 'Buy as You Earn' scheme, and ongoing training opportunities, we create a supportive environment where you can grow and thrive.

Bring your authentic self, find your voice, and build your career with us-because at Vanquis, we believe in making the most of life's opportunities.

The Benefits

Competitive base salary and rewards

Private Medical Insurance

25 days holiday entitlement

one day accrued for each year of service (max 30 days)

Defined contribution pension scheme

Discretionary bonus scheme

Perks at Work

A perks platform of over 30,000 unique discounts

Volunteering

2 paid days to support a charity of your choice

Flexible, hybrid, & dynamic working policies

Personal & career development opportunities

Monthly and Quarterly Colleague Socials

Discounted gym membership

BUPA GP Service

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