Description:
The West Brom is looking to recruit a Specialist Support Advocate to join the Specialist Support Services team on a permanent contract. The ideal candidate will have a passion for delivering exceptional service to customers, particularly those in vulnerable or potentially vulnerable situations.
This role involves ensuring positive customer outcomes, taking into account individual needs and circumstances, while adhering to regulatory requirements and operating efficiently. The Specialist Support Advocate will also support the delivery of the company’s strategic objectives.
Key Responsibilities:
- Provide empathetic, first-class customer service to both internal and external customers.
- Act as an advocate for change, keeping the customer at the heart of all processes.
- Proactively manage customer accounts across core systems to ensure timely solutions.
- Liaise with third-party agencies when required.
- Complete delegated tasks with the highest standard of accuracy and professionalism.
- Identify and escalate risks as part of the Society’s Risk Framework.
- Ensure compliance with the FCA’s Mortgage Conduct of Business (MCOB) regulations.
- Take ownership of personal development and performance improvement, engaging in regular reviews with senior team leaders.
Required Skills & Experience:
- Fully PC literate, with proficiency in Microsoft Office applications.
- Adaptable, agile, and innovative with a proactive mindset.
- Excellent attention to detail, strong motivation, and initiative.
- Strong analytical skills, with the ability to understand complex financial matters and make informed decisions.
- Awareness of personal impact in different scenarios and customer interactions.
- Effective communication skills, both verbal and written, with diverse audiences.
- Ability to maintain up-to-date administration records across core systems.
- Ability to work under pressure and meet deadlines in a dynamic environment.
Employee Benefits:
- Salary increase to £24,600 after successful probation.
- Generous annual leave: 25 days + 8 bank holidays (pro rata).
- Pension scheme: Employer contribution up to 10.6%.
- Social club membership with discounts for family days out & events.
- Performance-related pay scheme.
- Corporate health plan (option to include family members).
- Discounted travel cards.
- Life assurance (4x salary).
- Flexible/hybrid working options available (details upon request).
Why Choose The West Brom?
At The West Brom, employees are valued as unique individuals with varying needs. The organization fosters an inclusive, supportive work environment, encouraging diversity and career growth.
Diversity & Inclusion:
- Proud to be a Disability Leader Employer.
- Encourages diverse applicants, including individuals with disabilities.
- Will make adjustments to the recruitment process upon request.
- Offers a guaranteed interview to disabled applicants who meet essential criteria.