Job Description
About Us:
We are part of PFG, a leading specialist bank for the millions of people in the UK who are not well served by mainstream lenders. Our purpose is to help put people on a path to a better everyday life with our clear and responsible approach to lending; an approach built on over 141 years of experience.
PFG 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
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.
In Your Day to Day You Will:
- Fully investigate Irresponsible lending complaints providing the customer with a fair, comprehensive resolution.
- Resolution of complaints within SLA, meeting KPIs and complying with Regulatory regulations and rules.
- Assess complaints and make redress recommendation to demonstrate a fair and reasonable solution.
- Handling complex inbound and outbound telephone calls and other forms of communication.
- Contact internal and external parties for relevant information required to investigate and close the complaint.
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.
Previous complaints experience is necessary.
Essential:
- 3 years minimum experience of handling complaints within financial services
- 6+ months experience of handling complaints relating to allegations of irresponsible lending
Desirable:
- Ability to develop working relationships with internal and external partners.
- Able to thrive under pressure, multi-task and prioritise workload.
- Basic knowledge of the requirements of the General Data Protection Regulations.
- Excellent written, listening and communication skills.
- Self-motivated and able to work in a fast-paced, high-pressured environment.
- Ability to build rapport and empathise with customers.
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, 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
Job Types: Full-time, Permanent
Benefits:
Schedule:
Experience:
- handling complaints within financial services: 3 years (required)
- handling complaints of allegations of irresponsible lending: 1 year (required)
Work Location: One location