Customer Associate London, England
Vanquis Bank
Full Time
London, England
22769 - 24034 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:
As a Customer Associate, you will be reporting to the Customer Outcomes and Vulnerability Manager. You’ll be part of our Customer team who are working to ensure we provide our customers with the best possible outcomes, by working across the bank with various departments and senior leaders to deliver at pace, facilitate workstreams that looks to enhance our processes, and embed impactful changes to drive consistent improvements for our customers.
This team are true experts in balancing the needs of our customers, with business needs. This role provides an opportunity to build lasting relationships with all departments across the bank and have the opportunity to implement lasting change at an exciting time for Vanquis Bank.
In your day-to-day role, as a Customer Associate you will:
- Be responsible for owning project and programme workstreams – including requirements gathering and analysis, action planning and development of project artefacts.
- Drive policy and process improvement to enhance our Statutory Communications and the supporting framework, to enable positive customer experiences and minimise risk.
- Assist in identifying the minimum requirements to be met by risk and control owners to manage risks associated with Statutory Communications, and where necessary create action plans to close any gaps or enhance our controls.
- Coordinate the closure of outstanding management actions relating to Statutory Communications.
- Facilitating workshops and steering committees with key stakeholders and senior leadership.
- Support with the creation and optimisation of customer journeys to support different change projects.
- Create supporting monitoring and insights that provide confidence to the business that the appropriate customer outcomes are being achieved across journeys and experiences.
What you will bring to the team:
- Strong customer focus with a clear understanding of the wider issues impacting the relevant market.
- Communication skills - presentation, written and verbal – used to direct, persuade and influence others.
- Deliver complex information in a clear and concise way, to internal and external colleagues, and to colleagues at different levels.
- Provident ability to plan and organise work effectively and prioritise deadlines whilst working at a fast pace.
- Work effectively with colleagues from across the business and facilitate open discussion and collaboration.
- Stakeholder management – relationship management and ability to constructively challenge.
Why Vanquis?
Vanquis was established in 2003, offering a credit card designed to help customers improve their credit score. In 2016, Vanquis introduced personal loans to give customers additional opportunities on their credit-building journeys. Vanquis brings together our lengthy history in the financial sector with modern money management through its online and app-based accounts.
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.
On top of all this, we will give you a package including:
- Competitive salary
- Discretionary annual bonus
- Hybrid working, a minimum of 1 day in the office every fortnight
- Up to 30 days holidays in addition to bank holidays
- Pension Scheme with matched company contributions up to 5%
- Private Medical Insurance
- Extensive opportunities for personal and career development
- Opportunity to grow, develop and learn
- Colleague Perks at Work discount platform
- Season ticket loan
- 1 paid day to ‘give back’ to local communities or chosen charity
We strive to constantly improve the way we look after our people and have created an environment where everyone feels valued and can be themselves. We know that by having a better, more inclusive culture and a diverse group of colleagues, we can support our customers and each other in the best way possible. We also believe this goes a long way to helping us live our purpose and defines why we’re here in the first place: to help put people on a path to a better everyday life.
We’re an equal opportunities employer and we want people to join us no matter how they identify, their sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.
We want to attract and retain the best people. So, we make sure that, if people need it, they’re given all the extra support and reasonable adjustments to take part in any part of our application or interview process. We’ve also got lots of colleagues who choose to work flexibly, so please feel free to talk to us about how you prefer to work at any time.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
