Complaints Handler

Net-Worx (2001) Ltd; Chatham; Hybrid; GBP 25,000 - 45,000

Job description

This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

Job Title: Complaints Handler

Contract Type: Permanent

Location: Chatham, Petersfield

Working Pattern: Hybrid—typically a couple of days a week in the office. Part-time or flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.

What We Offer:

• Holidays: 25 days holiday up to 30 days (depending on service)
• Pension: We know it is important to save for the future, that is why we will contribute up to 10%
• Maternity/Paternity: We realise that family time is important, we offer enhanced maternity (after successful completion of probation) and 4 weeks paternity leave
• Workations: opportunity to work abroad 20 days a year (approved list of countries) enabling you to visit family and friends or extend your trip
• Volunteering: 2 paid days to ‘give back’ to the charity of your choice
• Development: LinkedIn Learning for all
• Finance: Snoop Premium available to all colleagues
• Opportunities to connect: via quarterly socials, in-person and virtual company updates
• Medical: Opportunity to opt in for Private Medical Insurance
• Bonus: Discretionary annual bonus

The Role:

You and Your Team:

We are looking for an experienced and proactive Complaints Handler (known as Customer Support Ambassador) to join our team. This role is a fantastic opportunity for someone who is passionate about delivering exceptional customer experiences and resolving complex issues in a dynamic environment. The successful candidate will be responsible for managing high-priority customer complaints, conducting in-depth investigations, and working closely with internal and external stakeholders to drive positive outcomes.

If you have a strong understanding of our products, financial regulations, and customer service principles—and want to play a key role in shaping our customer support function—this role is for you!

As a Complaints Handler, you will:

• Act as a Vanquis Bank product expert, understanding key differences in our offerings.
• Handle complex customer complaints, addressing multiple areas of dissatisfaction.
• Conduct detailed investigations, thinking beyond policies to find fair resolutions.
• Support and lead the Customer Support Hub in the absence of Ambassador Leads.
• Maintain a strong understanding of financial regulations and their impact on customer service.
• Build and manage relationships with internal and external stakeholders, including credit risk, collections, FCA, FOS, and Brokers.
• Communicate effectively across multiple channels to ensure speedy resolutions.
• Stay up to date on evolving regulations and business requirements.
• Take ownership of incoming cases, assessing all aspects for resolution.
• Make customer-centric decisions, even outside standard processes.
• Identify and mitigate risks related to customers, colleagues, and business operations.
• Analyse customer data to improve decision-making and future interactions.
• Adapt to changing business needs while supporting continuous improvement.

What We’re Looking For:

• Strong communication skills across phone and email, with adaptability.
• Knowledge of various complaint types within our product suite.
• Proactively challenge existing processes and policies to enhance service.
• Self-motivated, with the ability to work independently and as part of a team.
• Proficiency in Microsoft Office and general IT systems.
• Ability to maintain accurate and compliant records.
• Experience communicating with diverse customers, including those in vulnerable situations.
• Proven ability to analyse data and make informed decisions.
• Experience maintaining professional relationships both internally and externally.
• Background in sales or telephone-based roles.

Offers are subject to satisfactory background checks, including credit, fraud, and employment references.

Who We Are:
At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life’s opportunities. Established in 1880, we’re now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.75 million UK customers.

Vanquis has been named one of the Financial Times UK’s Best Employers 2025, ranking in the top 50 nationwide and seventh in Banking and Financial Services. This recognition is based on independent employee feedback, reflecting our strong workplace culture, career growth opportunities, and commitment to our people. Our dedication to making a real difference for customers and supporting our colleagues remains at the heart of what we do.

We take care of our colleagues as well as our customers, working hard to create a rewarding and supportive work environment. That means competitive salaries, benefits, and a Group-wide recognition scheme. Everyone can enrol in our pension and after six months, you can join our ‘Buy as You Earn’ scheme.

We’re about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know you’re here to build your career, so we help every colleague with training and development opportunities. Making sure there’s always something new to learn.

Vanquis Bank is an Equal Opportunity Employer

Here at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, it's our people that help us to fulfil the reason why we’re here in the first place: to help put people on a path to a better everyday life.