Complaints Handler - Chatham, United Kingdom - Vanquis Bank

Vanquis Bank

Verified Company

Chatham, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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.

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