Customer Advocate

London (Greater)
£15,000 – £16,000 per annum
12 Jun 2017
10 Jul 2017
Contract Type
Full Time

New opportunity not to be missed! Speedy Cash have an exciting opportunity available for a Customer Advocate to join our team based in London. The successful Customer Advocate will receive a competitive salary of £15,000 - £16,000 per annum with opportunities for potential bonus.

We are part of an international financial services organisation that provides customers with short term loans and other financial services. Since our inception in 1997 we have become one of the UK’s market leaders in our field with a very strong customer base

Main Job Purpose of our Customer Advocate

To directly provide outstanding Customer Service, develop sincere Customer relationships, accurately process all transactions and perform supporting activities according to company guidelines and management directives.

Responsibilities as our Customer Advocate

Uphold Customer service Standards

- Prioritise Customers and the fair treatment of customers above all tasks

- Directly provide products and services to Customers in an efficient and accurate manner

- Service every Customer in a polite and courteous manner

- Build positive Customer relationships through the use of the Customer’s name and personalised conversation

- Assist other Team Members with transaction efficiency to support the speedy delivery of product/services to Customer

- Consistently perform phone skills according to company guidelines

- Immediately inform the MOD regarding any escalated Customer issues in respect of vulnerability

- Inform the MOD of all new Customers

- Ensure the day-to-day delivery of positive customer outcomes by maintaining an awareness of the six defined Treating Customers Fairly (TCF) outcomes throughout all activities

- Ensure compliance with policies and procedures across all business functions

Build Revenue

- Offer Referral Cards and explain the program to all Customers when appropriate

- Offer and explain additional products/services when appropriate to all Customers

Maintain Operational Standards

- Comply with Safety and Security standards at all times

- Deliver products and services according to company policies and procedure

- Maintain an awareness of financial crime risks, ensuring that company policy and procedure is followed in relation to escalating suspicious activity to the MOD

- Perform cash and cheque handling activities according to company guidelines

- Adhere to loss prevention standards

- Perform filing and documentation activities according to company guidelines

- Perform all non-customer related tasks as directed by management

- Perform deposit activities according to guidelines, as directed by the MOD

- Perform Denial procedures according to guidelines

- Perform Open and Close functions as directed by the MOD

- Order cash according to guidelines as approved by and as directed by the MOD

- Handle all complaints in line with company policy and procedure, ensuring that all complaints are recorded on the Respond system

Our ideal Customer Advocate will have:

- Strong attention-to-detail

- Excellent active listening skills

- A positive and enthusiastic approach to solving problems and able to demonstrate logical approach to decision making

- Flexibility in working patterns

- The ability to communicate effectively with customers and peers

- Ability to work under pressure and comfortable dealing with conflict

Experience and Qualifications

- Previous demonstrable experience in delivering customer service to high standard.

- NVQ Level 2 in customer service is desirable

- Educated to GCSE level with grades A-C in Maths and English or qualified by experience

 - Previous experience of working in a regulated sector is desirable

- A minimum of 6 months cash handling experience

- Awareness of financial crime and anti-money laundering regulations is desirable

- Ability and experience providing service to Customers utilising a computer/POS system requiring data entry

If you feel you have the skills and experience to become our Customer Advocate please click ‘Apply’ now!