Customer Care Advisor

• Location: Ipswich, UK
• Job Type: Full Time

Are you passionate about helping people through challenging times? We are seeking a Customer Advocate to join our clients Customer Experience department. This role involves providing empathy and support throughout the customer journey, ensuring outcomes that are suitable, understood, and affordable in the long term.

• Engage with customers at risk of harm, taking a holistic view of their circumstances to create effective support plans with clear goals.
• Work with customers to achieve defined goals, adapting plans as circumstances change.
• Identify opportunities to maximise income or reduce expenditure, guiding customers towards financial independence and improved financial health.
• Act as a consultant to servicing teams, ensuring appropriate deviations from processes to protect vulnerable customers.
• Challenge decisions and fees where necessary to ensure fair and equal outcomes for vulnerable customers.
• Build authentic, supportive relationships with customers requiring support.
• Serve as the conduit between servicing teams and vulnerable customers, ensuring they receive the appropriate support.
• Instil customer centricity in every transaction and deliver good customer outcomes.

• Experience in the debt advice/support sector and knowledge of the government benefits system.
• Working knowledge of the Equality Act 2010.
• Ability to work empathetically, explain things clearly, and handle challenging conversations with strong emotional resilience.
• Positive, reliable, and flexible approach to customer relationships.
• Experience providing information and advocacy to vulnerable client groups, with high emotional intelligence to identify complex sensitive issues.
• Act as the voice of the customer, ensuring understanding and support through signposting and external guidance.
• Non-judgemental approach, relating to diverse people and challenges, and distilling information for clear understanding.
• Understanding of how to maximise income, budgeting, and strong problem-solving skills.
• Excellent people skills and ability to support vulnerable customers effectively.

• £30,000 starting salary + comprehensive benefits package.
• 25 days annual leave plus bank holidays.
• Life assurance at twice the annual salary.
• Generous pension scheme with up to 5% company match.
• Comprehensive Employee Assistance Programme.
• Recognition schemes and access to an on-site counsellor.
• Active Sports & Social Committee events.
• Free fruit Wednesdays and access to a private bike store.
• Complimentary beverages available.
• Opportunities for career growth and development.
• Supportive and inclusive work environment.
• Access to wellness programs and resources.
• Employee assistance programs and support for personal well-being.

To apply for this Customer Advocate position, please submit your CV detailing your relevant experience and why you are interested in this position.