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Location: Chatham/Bradford/Petersfield
Salary:
Closing Date: Tuesday 25 July 2023
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.
Job Description
As the Complaints Officer you will be working as part of a Complaints Team to manage customer complaints and to assist in maintaining procedures that are FCA compliant.
Role Responsibilities
- Respond to and seek to effectively resolve customer complaints that are escalated from other parts of the business, in line with the company’s complaints procedures taking into account relevant regulation and legislation within strict deadlines dictated by the Financial Conduct Authority (FCA)
- Use of various mediums to investigate and gather information in relation to the specific complaints
- Provide information to Team Leaders and Complaints Manager to create and maintain management reports to the Executive Management team and provide feedback on existing and emerging trends
- Liaise with internal departments and suppliers, brokers, mechanical engineers etc. to obtain information to investigate a complaint thoroughly
- Responsible for maintaining good relationships with our suppliers and brokers and encouraging positive outcomes for all parties involved in the complaints process
- Ensure that feedback is provided through the appropriate channels regarding the outcome of a complaint
- Ensure that once a complaint is closed, the account is handed back to the relevant department with full details of the resolution offered ensuring that any remedial and corrective arrangements are completed
- Accountable for own complaints from inception to final response and using own judgments to make decisions in relation to compensation for loss of use, redress and gestures of goodwill (GOGW) within company policies
- Arrange for, and follow up on, any compensation or other action offered to a customer including the provision of hire vehicles and alternative transport costs for the customer
- Decide where customer credit files require amendments and corrections and arrange for these to be processed as part of the complaint resolution
- Compose final response letters to Complainants, outlining the details of the investigation and providing a clear and concise conclusion to include any offers made to address redress, compensation and GOGW.
Hours are 37.5 per week with a flexible approach. The Complaints Team are open 8am-8pm Monday-Thursday. Friday 8am-6pm and Saturday 9am-5:30pm.
Saturdays will be required to work on a rotational basis.
Qualifications
Essential
- An understanding of the legislation that governs the business and being able to see how that impacts on the business
- Demonstrable experience of Complaints RCA & Resolution
- Excellent English skills with strong letter writing skills
- Confident, and if necessary, authoritative on the phone
- Excellent time management skills
- Able to liaise at all levels with other departments and outside agencies
- Ability to take responsibility for the “tidy up” procedures on complaint closure
Desirable:
- Knowledge of the car finance industry
- Knowledge of car mechanics
Why Vanquis Banking Group?
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
Find out more
Check out our social media channels find out more about everyday life at Vanquis – and don’t forget to follow us while you’re there!
LinkedIn: Vanquis Bank
Instagram: @vanquisbank
Glassdoor: Vanquis Bank
Good luck!
#MakeWorkMeanMore
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 think that if you can Be Yourself in the workplace, you’ll do your best work and enjoy being part of the team. And as a business we get to benefit from that and to celebrate all the wonderful things that diversity brings.
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.
