Colleague Care Advocate - Remote

Overview

The Colleague Care Advocate exists to provide immediate and ongoing support to Customer Operations Advisers (COps) who have experienced difficult or emotionally triggering interactions with vulnerable customers. This role is essential for fostering a culture of care and resilience within the Specialist Services team, helping COps thrive while delivering exceptional service to customers.

In Short

• Provide immediate debriefs after challenging customer interactions.
• Offer emotional wellbeing advocacy for COps experiencing stress.
• Create and implement strategies to support COps' resilience.
• Deliver workshops on managing challenging customer interactions.
• Regularly check in with COps needing additional support.
• Monitor trends in advisor wellbeing concerns.
• Provide access to wellbeing resources and coping strategies.
• Collaborate with Learning & Development teams for training.
• Encourage open conversations around mental health.
• Report insights to leadership for process improvements.

Requirements

• Strong communication skills.
• Values-driven approach aligned with company values.
• Empathy and active listening skills.
• Emotional intelligence.
• Resilience in high-pressure situations.
• Problem-solving abilities.
• Experience in a contact center or customer service.
• Desirable experience in mental health first aid.
• Knowledge of working with vulnerable customers.
• Ability to work independently and collaboratively.

Benefits

• Salary range of £40,400 - £51,050 plus share options.
• Flexible working hours.
• £1,000 annual learning budget.
• Support for work-from-home setup.
• Comprehensive benefits package.