Meet the team: Rachel

We think all our staff are superheroes who each play an important it helping you become debt free. However, we have a small team who look after our vulnerable customers who take things to another level. This month we ask Rachel some questions who works on that team. As always, we get to more about the role and a little bit more about her.

Tell us about your role

I’m one of the Relationship Managers on the ‘Extra Support Team’

The Extra Support Team is there to support vulnerable customers who are in especially difficult circumstances, or who face additional challenges due to their health.

The role is really varied and includes speaking with customers (by phone, email or post- whichever way is preferred) negotiating with creditors at variation meetings and compiling regulatory reports.

A lot of time is spent problem solving and listening to customers explain their situation in order to consider the most appropriate options for someone to deal with their debt.

As a senior member of staff, I also help with training, coaching and feedback for other members of staff.

How do you provide extra support to customers in your role?

We spend a lot of time considering the best ways to give someone additional support, but I’ve found the most important thing, above all else, is giving someone time and a chance to be heard.

I spend a lot of my day listening, and I think that’s more valuable than anything else. If we don’t listen, we aren’t going to know what someone needs from us, or how we can help. From there, I try to find ways to help depending on what that person needs. It could be letting someone know about additional services that they might benefit from and offering to help get in touch with them. There are so many organisations to help with various problems, be it health related, or a difficult personal circumstance, and it’s important people know these services exist! Sometimes relatively small things can make a difference, such as making sure we’re corresponding with someone in a way that suits them best- some people don’t like a phone call, so we can make sure we email them if we need to get hold of them. Small things like that can really make a difference.

Our team is also relatively small (there’s only two of us!) so it means customers who are most vulnerable benefit from speaking with the same people when they call in, which can be quite comforting for a lot of people knowing they’ll likely end up speaking with someone they have spoken to before.

It’s really varied and all depends on what that customer needs, and what we can do for them.

What’s the most exciting part of your job?

Telling customers that they’re debt free and have completed their IVA. There is no better feeling. Hearing someone’s emotions at that news makes you realise the job is literally life changing for people. Even after 7 years in the job, I still get excited to ring a customer and tell them the good news.

Other than that, it’s really exciting to be involved in the improvements we’re making- lots of new technology is being introduced and many discussions are being had about how we can do things better, which is exciting to see. Hopefully customers will start noticing and seeing these changes soon as well!

What’s something you’re proud of in your current role?

Being told I’ve made a difference to someone. Hearing someone say that a conversation you had helped them in some way, or encouraged them to speak with their GP if they were struggling with their mental health, means the world. It’s why I still do the job. It sounds cheesy, but I genuinely care about each person I speak with. Every person needs a bit of help and support at some point, and to be able to offer that now and again, makes me very proud.

What’s something you find challenging about your work?

Realising I can’t fix it all for someone.

What’s the best book you’ve read recently?

The Secret Barrister (By the Secret Barrister)

Do you have any hidden talents or hobbies?

Does making flat pack furniture count? It probably doesn’t count as ‘hidden’ as my furniture is on proud display, but it’s the best I’ve got (sorry!)

What’s one thing you’re really good at?

Listening

What show are you currently binge-watching?

The Crown