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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.

As a Customer Care Operations Manager, you will be reporting to the Senior Customer Operations Manager. This is a pivotal role, responsible for leading Team Leaders who deliver complaint handling, dispute resolution and liaison with the Financial Services Ombudsman. You will be ensuring all complaints are dealt with in an effective and time efficient manner.

In your day-to-day role, as a Customer Care Operations Manager, you will:

• Manage the complaint relationship with third party partners to effectively ensure delivery of complaint resolution and FOS escalations.
• Ensure the complaints and dispute operation is operating effectively and efficiently through regular benchmarking across the industry to ensure regulatory.
• As part of the Customer Resolution management team, ensure the team evolves and remains fit for purpose as complaint and disputes drivers and demands evolve over time.
• Understand and act upon key insights from the resolution of complaints to ensure the team delivers its purpose of removing the causes of complaints.
• Be responsible for resolution of complex complaints covering all product and services offered including Exec complaints for Group ensuring the swift and appropriate resolution of these high-risk complaints.
• Be at the forefront of building strong relationships with dealer and broker partners, getting regular first-hand feedback on how to drive improvements to the overall customer proposition and provide a service delivery infrastructure that is superior to competitors.
• Effectively manage the ongoing asset recovery for voluntary terminations, hand-backs, repossessions, and voluntary surrenders.

What you will bring to the team:

• A full understanding of FCA Complaint handling requirements.
• Able to demonstrate the strong capability of handling Vehicle Finance complaints.
• Specialist knowledge of the automotive industry including financial products and services.
• Experience of complex complaint resolution, both verbally and in writing.
• Advanced people management skills. Able to coach, mentor and develop colleagues
• Excellent analytical skills and ability to present information in a precise and clear manner.

Why Moneybarn?

The satisfaction of working for a successful and ethical business who are here to help people is a big benefit of joining us, but it is not the only one. We will invest in your development, giving you the support and training to become better and better at your job. We take the work/life balance seriously, with plenty of flexible working options. Working in a bright and refreshingly relaxed environment, you will find your opinions are valued and listened to.

We understand that a reliable car, van, or motorbike is more than just a vehicle. We have a passion for getting our customers where they want to be. The company has won awards for its service and approach, most recently they won ‘Sub-Prime Lender of the Year’ and ‘Independent Finance Provider of the Year’ at the Motor Finance Europe Awards 2021, ‘Specialist Lender of the Year’ and ‘Vehicle Finance Provider of the Year’ at the National Credit Awards 2021, ‘Responsible Lender of the Year’ at the Credit Awards 2022 and the Feefo Gold Award 2022

We’re passionate about our colleagues and invest in professional development, offer flexible working, and provide a variety of tools to support wellbeing. Our colleague forums run regularly which allows everyone to have their say in an environment that offers no judgement. We’re also incredibly proud to have won the Company Culture Lotus Award for several years running.

Our Management Team are constantly improving the way we look after our people and have created an environment where everyone feels valued and can be themselves.

On top of all this, we will give you a package including:

• Competitive salary
• Discretionary annual bonus
• Hybrid working considered
• 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.