Colleague Care Advocate

The Colleague Care Advocate exists to provide immediate and ongoing support to COps (Customer Operations Advisers) who have experienced difficult or emotionally triggering interactions with vulnerable customers. They are responsible for delivering empathetic guidance, tools, and resources to help COps maintain their wellbeing and resilience in a high-pressure environment. 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, even in challenging circumstances. Immediate Support Offering immediate debriefs following challenging calls or chats involving vulnerable customers. Providing a safe and non-judgmental space for COps to express their emotions and concerns. Providing emotional Wellbeing Advocacy: Act as a point of contact for COps experiencing stress or emotional difficulty in relation to the work they are undertaking.