Vulnerability Specialist
Home Based, GBR
4d ago

Vulnerability Specialist

Location : Fully remote, Home Based

Salary : Competitive

Hours : - 8 hour shift rotation Monday to Sunday

Safety Notice : To ensure candidate and employee safety, we are continuing with our virtual hiring and onboarding processes until further notice.

Be a part of Vodafone UK Contact Centres, where we are aiming to deliver the UK’s most engaging digital customer experience.

Putting down the headsets and embracing innovative digital mindsets.

As a Vulnerability Specialist you will be supporting customers who have been identified or are suspected of being vulnerable due to circumstances such as age, physical or learning disability, mental illness, low literacy, communication difficulties, financial difficulties or changes in circumstances such as bereavement.

You will need to be able to adopt a flexible approach to each individual customer’s needs and offer reasonable measures to ensure that any risks of harm to welfare are minimised and customers are treated fairly in line with our Spirit values and FCA guidelines.

What will you be doing?

  • Liaising with and supporting customers identified as vulnerable to find tailored solutions which best fit their needs in an efficient and professional manner, using the toolkit provided.
  • Inbound call activities for transferred calls, as well as responding to any emails and webchats as required.
  • Processing sensitive information appropriately in line with GDPR, FCA guidelines and other policies.
  • Understanding appropriate escalation routes.
  • Referral to and working with 3rd party companies or representatives on behalf of the customer debt management companies, Samaritans, Power of Attorney etc.
  • Who are we looking for?

  • Outstanding written and verbal communication skills.
  • Active listening skills and attention to detail with an ability to adapt to difference customers needs and circumstances
  • High emotional intelligence and strong understanding of how vulnerabilities can affect service that needs to be provided.
  • Essential to have empathy and an ability to engage appropriately in difficult conversations and sensitive topics

  • Strong computer literacy skills including ability to use multiple systems and keyboard skills
  • Prior customer handling experience essential
  • Vulnerable customer experience beneficial
  • What’s in it for you?

    An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects.

    We offer an extensive and flexible benefits package that can be tailored to suit you and your family. We’re proud to provide a Reconnect programme with flexibility for individuals returning to work after a career break.

    From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone.

    Together we can

    Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

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