Customer Associate

Location: Chatham/London/Bradford/Petersfield

Closing Date: Wednesday 27 March 2024

12 Month Secondment role

Location: Bradford, London, Chatham or Petersfield

We are happy for you to be based in Bradford, London, Chatham or Petersfield but please note that occasional travel will be required to our other offices

Working Pattern: Our working style is hybrid, but we recognise the importance of collaborative working with our colleagues often 1 to 3 days per week in one of our offices

Benefits: Discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, 1 paid day to ‘give back’

Don’t hesitate to apply for a role even if you don’t meet all the criteria; your unique strengths and eagerness to learn can be just as valuable.

You and Your Team:

As a Customer Associate, you will be reporting to the Customer Outcomes and Vulnerability Manager. Play a key role in supporting strategic initiatives that deliver great customer outcomes. Your role, working with colleagues across the business, is to assist in driving change that enhances our products and services, whilst also facilitating other workstreams across the Customer team that look to improve the customer experience.

In your day-to-day role, as a Customer Associate you will:

• Responsible for owning project and programme workstreams – including requirements gathering and analysis, action planning and development of project artefacts.
• Drive policy and process improvement to enhance our Statutory Communications and the supporting framework, to enable positive customer experiences and minimise risk.
• Assist in identifying the minimum requirements to be met by risk and control owners to manage risks associated with Statutory Communications, and where necessary create action plans to close any gaps or enhance our controls.
• Coordinate the closure of outstanding management actions relating to Statutory Communications.
• Facilitating workshops and steering committees with key stakeholders and senior leadership and leading response surrounding processes for end to end customer journey across the Group.
• Collaborating with colleagues across the business – in Operations, Compliance, Legal and the wider Cards Team – to embed process and controls that strengthen our control environment.
• Facilitate the creation and optimisation of customer journeys to support different change projects.
• Create supporting monitoring and insights that provide confidence to the business that the appropriate customer outcomes are being achieved across journeys and experiences.
• Provide transparent assurance to the Customer and Digital SLT, and broader SLT, that progress is being made across actions plans, and escalations are being managed effectively.
• Maintain and update existing Risk and Control Self-Assessments and host review session with colleagues to drive accountability and ownership of controls.

What will make you stand out?

• Familiarity with regulatory developments facing the cards industry or willingness to quickly learn.
• Good knowledge of Credit Cards, Loans and Vehicle Finance Products.
• Demonstrate experience in successful organisation, planning and management of activities or workstreams.
• Experience of providing clear and concise progress updates to teams or management
• An understanding of our Customer Journeys - and also how Statutory Communications are used to provide customers with information that enable them to make informed decisions about their account.
• Awareness of the Risk and Control Self-Assessment process, including an understanding of Operational, Conduct and Regulatory Risk.
• A good understanding of risk and governance frameworks, and experience in raising risks and/or support with risk mitigation activities.
• Provide on the job training when necessary and influence others when appropriate.
• Experience of working in a regulated environment

The interview process:

• Up to 30 minute telephone call with a member of the Talent Acquisition team
• Up to 1 hour with the hiring team
• Up to 1 hour Final interview with the head of department + hiring team

Our average process takes up to 4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process.

As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check, fraud check and employment references.

Your working life: If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.

Why work for us?

Back in 1880, our founder, JK Waddilove started to provide factory workers in Bradford, with essentials, when others wouldn’t, like coal and clothing.

Times have changed since then, society has moved on, and our market and customer needs have evolved. What has not changed though, is our long-established desire to help put people on a path to a better everyday life.

Today we have stayed true to our purpose, just as we’ve always done, in our communities, for our customers, in an evolving and changing world.

It’s why we are here, it’s how we will stay, and as Vanquis Banking Group, we can look to the future, and look back at our past with pride.

At Vanquis Banking Group we believe in looking after our colleagues, so we do our best to create a rewarding, engaging, and supportive work environment across our various divisions.

We let our colleagues know we appreciate their hard work by offering competitive salaries, benefits, and a Group wide recognition scheme. All colleagues are eligible to join a pension scheme, and, after six months’ service, you can join our ‘Save as you Earn’ and 'Buy as you Earn' schemes.

We offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role. From your first day working with us, we’ll help you settle into your new role and are happy to talk to you about your career aspirations.

Equal Opportunity Statement

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, its 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 Talent.Acqusition@vanquisbankinggroup.com