Vulnerable Customer Support Specialist - London, United Kingdom - Kroo

Kroo

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We're on a mission to build the world's greatest social bank. We believe that banking needs to change for the better. When money is used correctly, it can transform our daily lives and positively impact the planet.

We're a varied team of experienced tech, customer experience, marketing, legal and banking professionals and we're looking for highly motivated and inquisitive people who want to understand customer behaviour and how to deliver the best customer experience.

As a Vulnerable Customer Specialist, you'll take ownership of customers vulnerabilities and help to provide exceptional customer service for those with additional requirements, as well as prove feedback and recommendations to improve processes and workflows.

The Kroo is growing and we'd love to hear from you if you're interested in joining us in our journey.

**What you will be doing: - Interacting with and supporting our vulnerable customers

Taking ownership of customers vulnerabilities and escalating where necessary
Collate accurate MI and provide feedback and make recommendations to improve processes and workflows
Carry out regular root cause analysis to provide information on vulnerability data trends
Provide support, advice and guidance to other departments across the business
Helping to create a monthly Vulnerable Customer forum to deliver information to relevant areas of the business

Requirements:

We're looking for someone who:

At least 6 months experience in financial services
Previous work experience relating to the vulnerability sector
Knowledge of signposting to relevant charitable organisations
A brilliant eye for detail and an ability to handle complex issues
A desire to help customers who need further support
The ability to work independently, whilst part of a team, to deliver in a fastpaced work environment
The ability to meet deadlines in line with our vulnerable customer processes
Excellent written and verbal communication skills and a genuine commitment to exceptional customer service

Benefits:

What we offer:

35 total days holiday (25 annual leave, 8 bank holidays, 1 Kroo bank holiday [June 24th], and 1 day off during the week of your birthday)
3 personal health days
An employersponsored volunteer programme (up to 4 hours per month supported by our partner Matchable)
Access to Spill, our mental health support partner
A workplace pension, with 5% employee contribution and a 3% employer top off
After 1 year of service, access to £500 from the Kroo Learning Fund for careerrelated L&D
All equipment you need to work remotely effectively, with a MacBook Pro as standard
Access to our modern, bustling office
Access to our Cycle to Work scheme
Access to our Electric Car scheme
An enhanced parental leave policy
Room to grow and excel within a fastpaced, high growth startup