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Are you looking to make a change to customers lives? Join our client as a Customer Advocate...

A change in someone's personal circumstances can often have an impact on their finances. This can lead to financial hardship and for many this is an overwhelming experience. Customers need to know what support is available to them from the organisations they pay into.

Our client wants to make sure they reduce financial distress for individuals facing financial hardship - this role is to support them and actively listen to them and understand their full circumstances. You will them help them to plan the right things to do to make sure that the best outcome is reached. The purpose of the Customer Advocate is to ensure empathy and support is provided throughout the customer journey to obtain an outcome that is suitable, understood and affordable in the long term.

Engage with customers at risk of harm, take a holistic view of their circumstances and create an appropriate and effective support plan, with clear goals

Work with the customer to achieve the defined goals, recognising where the customer's circumstances may have changed and adapting when necessary
Recognise opportunities to maximise income or reduce expenditure. Signpost the customer and support them through the process to become financially independent and/or improve financial health
Act as consultant to servicing teams to ensure appropriate deviation from process in order to protect vulnerable customers from harm
Challenge decisions made and fees charged where necessary to ensure fair and equal outcomes for vulnerable customers
Act on the behalf of and always in the interest of the customer
Build authentic, supportive relationships with customers requiring supportExperience needed:

Experienced in the debt advice OR vulnerable support sector- ESSENTIAL
Working knowledge of the Equality Act 2010
Working empathetically - ability to explain things clearly to customers
Strong emotional resilience
Handle challenging conversations
Positive, reliable and flexible approach to customer relationships
Experience in providing information and advocacy to vulnerable client groups
Emotionally intelligent - able to identify complex sensitive issues
Act as the voice of the customer in relation to customer journeys and outcomes