Job Description

Overall purpose of the role

Our customer support specialists assist in delivering our forbearance and vulnerability strategy across the Collections and Post Termination teams, ensure we meet both the needs of our customers and our regulatory responsibilities. You will have exceptional communication and empathy skills and be able to build relationships with our customers to support them with the right outcome.

Key responsibilities and accountabilities

Deal with telephone and email queries from our most vulnerable customers, providing a bespoke service and finding suitable outcomes Provide advice and guidance to other customer-facing teams Display compassion and understanding towards customers in vulnerable circumstances, ensuring that all vulnerable or potentially vulnerable customers are managed appropriately Accurately record conversations and administrative actions within the relevant systems Identify Expressions of Dissatisfaction and potential complaints, recording these accurately and passing to the relevant team Take ownership of complex accounts where vulnerability has been identified Liaise with other operational departments that are involved in the customer journey, driving good outcomes for customers at every stage Ensure all performance and productivity targets are achieved and maintained Review processes which could be automated or enhanced to improve the customer and business experience, sharing this with your team leader Identify and raise any risks with your team leader, working with them to manage those risks To carry out any ad-hoc duties as requested by the management team

Person specification

Excellent empathetic skills; able to help people in vulnerable circumstances and have emotionally demanding conversations whilst maintaining your own mental and emotional wellbeing Good team player, flexible and able to work on own initiative Strong interpersonal skills, able to establish effective working relationships at all levels Comfortable identifying and raising issues, particularly where driving good outcomes for customers are concerned Appreciates the importance of accuracy and attention to detail Demonstrates a sense of urgency and good work ethic Ability to work with competing deadlines and priorities Resilient, not derailed by a setback and returns to a high level of performance quickly Excellent customer service skills and awareness of the importance of the customer Comfortable and competent with MS Office

Compliance and regulation

Develop and maintain a full understanding of the Companys compliance requirements (including the Financial Conduct Authoritys Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements.

Take responsibility for ensuring that personal data within your remit is handled lawfully, fairly, and in line with the companys data protection policies and procedures. Collaborate with the Data Protection Officer to ensure compliance with data protection standards, guidelines, and principles, acting in a manner that upholds these requirements while supporting the DPOs overall oversight responsibilities.

For customer data, ensure it is processed securely and in accordance with data privacy obligations to protect the rights of individuals.

Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your role at Blue.

Additional requirements

Office hours are between 8.30am-6pm, Monday to Friday Hybrid working available after training completed (3 days in the office as a minimum) This document is neither contractual nor exhaustive and may be amended to meet the needs of the business. Where possible this will be done in consultation with the job holder From time to time, and within reason, you may be required to carry out tasks that fall outside of your positions remit From time to time, and within reason, you may be required to work outside of your standard contracted hours As part of your on-going development, you may be required to undertake training in order to meet the requirements of your role. * Due to our remote location and lack of public transport it is suggested that you are a driver and are able to get to our offices in Sundridge, Sevenoaks.