Complaints Handler Bradford, Yorkshire and the Humber, England
Vanquis Bank
Full Time
Bradford, Yorkshire and the Humber, England
23907 - 39837 GBP ANNUAL Today
Job description
About Us:
Vanquis Banking Group has a rich history dating back to 1880. The company was founded in Bradford by Joshua Kelley Waddilove as The Provident Clothing and Supply Company to help people access finance and goods who couldn’t from traditional lenders.
Today, Vanquis Banking Group is a FTSE All Share company listed on the London Stock Exchange with around 1.6 million customers and plays the same role in people’s lives today, as it did when it was founded.
Vanquis Banking Group is a unified group made up of two brands: Vanquis (cards and loans) and Moneybarn (vehicle finance). While they offer different products and services, they share the common purpose and customer-centric values at the heart of our group. We understand our customers are real people with varied life experiences, so everything we do from our products to our customer experience is designed with this in mind.
You and Your Team
Complaints can arise at any point in a customer’s journey with us and for a variety of reasons. What’s important though is that we’re able to get to the bottom of what has happened and come up with a resolution that works well for everyone. By taking ownership of a complaint from the point it’s raised all the way through to the resolution you have a fantastic opportunity to constantly build on your skills and learn something new every day.
Unsurprisingly the focus for the team is on investigation, as such you’ll build relationships and work with nearly every area of the Bank, but it goes even further than that. Developing a good knowledge of FCA regulations and FOS rights will help you to become confident in your decision making and ability to deal with ever more complex cases.
What you’ll bring to the team
An excellent opportunity to develop industry skills and knowledge, you’ll get an understanding of all stages of a customer’s journey and exposure to every area of the Bank. Although you don’t need specific complaints experience there are some skills that will give you the best possible start:
- Knowledge of the Credit Card / Vehicle Finance or Loans industry would give you an advantage but are by no means essential
- Time is of the essence when dealing with customer complaints, your ability to work to strict deadlines coupled with your organisational skills mean that you’ll always get the right things done at the right time
- Confidence will help you when working with others, getting buy in from others so that you can get to the root of issues and then being
- As we’ve said, complaints are caused by any number of reasons, so you’ll need to be flexible and open to the types of work and cases you’ll be working on
- Above all you’ll understand the importance of your role in the customer journey
Why Vanquis?
Our colleagues are the most important part of delivering our purpose to put customers on a path to a better everyday life. If it wasn’t for their amazing efforts, ideas and energy we wouldn’t be the successful business that we are today. So we offer an attractive, generous salary and benefits package for everyone including:
- Generous base salary and rewards
- Discretionary bonus scheme
- 25 days holiday entitlement – with one day accrued for each year of service (to max 30 days)
- Defined contribution pension scheme
- Extensive opportunities for personal and career development
- Flexible and dynamic working policies
- A range of initiatives offered through our Sports & Social and Social Impact Programmes
- Perks at Work - A perks platform offering over 30,000 unique discounts
- Free tea, coffee and fruit
- Discounted gym membership
- Subsidised on-site restaurants
