Financial Difficulties Customer Support Agent Location: Chatham Salary: £21,500 - £26,000 Closing Date: Friday 29 March 2019 Vanquis Bank is an exciting and innovative credit card provider with highly ambitious plans for future growth. Our Financial Difficulties team are specialists in understanding, analysing and supporting our customers through both voice and digital channels to help them manage their financial circumstance. We're looking for a role model who can act as a mentor to colleagues within the Financial Difficulties department. We need you to consistently deliver outstanding customer outcomes by using your engagement skills to understand and explore a customer's circumstance and deliver solutions and tools to help put people on a path to a better everyday life. The team are the dedicated point of contact for customers who need additional time and support to talk through their financial situation and personal needs. Working here is both rewarding and challenging as you’re not just doing a job, you’re making a genuine positive difference to people when they need it most. The successful candidates will demonstrate excellent communication skills, along with the ability to quickly analyse complex problems and recommend suitable solutions. You must be able to empathise and engage with customers whilst retaining an objective and realistic approach. Above all, you must be customer focused and consistently promote the best outcomes for our customers. Your role will focus on giving that additional support to customers in financial difficulty and ensuring that any solutions are sustainable and affordable. Desirable Skills and Experience Experience to demonstrate a strong Customer Service background Highly skilled in delivering empathy, building rapport, remaining calm and objective when dealing with customers in vulnerable or difficult circumstances GCSE English and Maths C or above The ability to listen and form working relationships with both internal and external customers Good communications skills both written and verbal Strong attention to detail Flexible attitude and the ability to take ownership Desirable experience of debt advice, benefits welfare advice, financial budgeting calculators and supporting customers in difficult circumstances We operate a flexible shift pattern which operates between 8.00am to 8.00pm Monday to Friday, every other Saturday morning 8am to 2pm, and one in four Sundays 10am - 2pm or 10am - 4pm. On occasion we identify alternative roles that may be suitable for applicants and therefore we may retain your CV for up to 6 months for this purpose. If you do not wish us to contact you or hold your CV on file for 6 months please contact us. We welcome applications from every area of the community, regardless of age, gender, race, nationality, colour, ethnic origin, disability, sexuality, religion or beliefs, and believe that everyone should be treated fairly and consistently. We are TCF (Treating Customers Fairly) ambassadors and believe that everything we do as a company should benefit our customers.