Complaints Handler

Who we are

Vanquis helps people who are excluded by mainstream banks take control of their financial situation. Whether they’re new to credit or need a hand rebuilding their credit file to manage life better, we make sure our services are straightforward and suitable for them to succeed.

We’re here to put people on a path to a better everyday life, not just our 1.7 million customers but our colleagues too. And we’re proud of the difference we make.

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 industry or experience in a Disputes environment 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, competitive salary and benefits package for everyone including:
- Salary starting from £24,000 p.a.- Discretionary bonus scheme- Hybrid working environment- 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