Vulnerable Customer Support Specialist

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 fast-paced 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 employer-sponsored 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 career-related 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 fast-paced, high growth start-up

Office/remote working Currently, the majority of Kroo is working fully remotely. Working remotely has changed many of our lives for the better and we are behind in continuing the benefits of flexibility once restrictions are lifted. At the same time, we have a beautiful office in Holborn, which, when used for the right things, can be a useful and powerful tool. Currently, we see a blended model of working 1-2 days a week in the office, so candidates that are able to travel in occasionally are the best fit for our current working practices. Please note: Our ambition is to be a truly 24/7 customer-focused bank. In order to achieve this, you'll be working shifts across 5 days (Monday - Sunday) and 37.5 hours per week. The shifts will be provided well in advance, but typically range between 6am - 10pm.

Diversity We are firmly committed to creating and maintaining a diverse and inclusive workplace in which all employees are valued, respected, safe, supported, and listened to without judgement or prejudice. These principles apply to all, regardless of race or ethnicity, age, gender, gender identity or expression, national origin, sexual orientation, mental or physical ability, religion, appearance, political beliefs, educational background, class, and position or tenure within the company. Diversity, Equality and Inclusion are central to the direction we take at Kroo and are considered across all aspects of our business.