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- Tasks: Help customers resolve vehicle quality complaints and ensure fair outcomes.
- Company: Vanquis is a leading specialist bank, committed to caring banking since 1880.
- Benefits: Enjoy 25-30 days holiday, hybrid work, workations, and enhanced family leave.
- Why this job: Join a top-rated employer with a supportive culture and opportunities for growth.
- Qualifications: Experience in customer communication, data analysis, and handling complaints required.
- Other info: Flexible working arrangements available; we value diversity and inclusion.
The predicted salary is between 30000 - 42000 £ per year.
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Vehicle Complaints – Customer Support Ambassador
Contract Type: Permanent
Location: Petersfield or Bradford
Working Pattern: Hybrid—typically a couple of days a week in the office. Core hours are Monday to Friday 09:00 – 17:30. 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, increasing to 30 days with service
- Pension: Up to 10% employer contribution
- Family Leave: Enhanced maternity (post-probation) and 4 weeks paternity leave
- Workations: Work abroad for up to 20 days a year (approved countries)
- Volunteering: 2 paid days to support a charity of your choice
- Learning & Development: Access to LinkedIn Learning for all colleagues
- Financial Wellbeing: Free Snoop Premium subscription
- Connection & Culture: Quarterly socials, in-person and virtual company updates
- Healthcare: Option to join Private Medical Insurance
- Bonus: Discretionary annual bonus
You and Your Team
As a Customer Support Ambassador, you will be responsible for individual, complex reviews that have surfaced through customer complaints or proactive identification. In this role your main focus will be around solving our satisfactory quality complaints around Vehicle Quality.
In this role you will be responsible for providing a resolution for complex cases, working within regulatory governance and business requirements to ensure fair customer outcomes are achieved.
- Completing thorough investigations, with effective understanding to help reach an appropriate outcome & subsequent resolution for our customers
- To effectively communicate with customers, brokers, and dealers through all channels, suited to their preference in order to reach a speedy resolution for our customers
- Maintaining a high level of understanding on new or immerging guidelines or regulation in order maintain compliance with regulatory and business requirements
- Taking ownership of cases assigned, understanding all aspects & potential resolution points for the customer
- Aiding in remediation of customers, to put anything right that has gone wrong, re-invigorating brand loyalty
- To make fair decisions that lie outside of current processes to achieve the right outcome for each customer
- Having a deep understanding of some customer touchpoints including policy, processes and set SLA’s relating to assigned area of responsibility
- Excellent verbal and written communication, being responsible for both telephony and non-telephony channels
- Identifying and controlling risks relating to customers, colleagues, and the business.
- Ability to handle executive and high-risk complaints.
What We’re Looking For
- Experienced in using different communication methods including both written and verbal with a wide range of customers including those considered as vulnerable
- Experienced in analysing data and interpreting facts and figures to make informed decisions
- Experienced in managing and maintaining professional working relationships, both internally and externally
- Good commercial acumen
- Excellent attention to detail and ability to follow processes
- Ability to create and maintain accurate/accessible and organised documentation
- Experience working in a sale and/or telephone-based role
- Good understanding of the Consumer Rights Act 2015
- Experience in handling vehicle quality complaints
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 1.69 million UK customers. We see ourselves as the bank that’s got your back.
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.
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.
We embrace everyone’s unique strengths and identities. No matter your background, identity, or experience, you are welcome here. We believe diversity enriches our teams and helps us better support our customers.
If there’s anything we can do to support you during the recruitment process—whether that’s a different format of the application or additional assistance—please contact us at careers@vanquis.com.
Seniority level
-
Seniority level
Not Applicable
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology
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We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Customer Support Ambassador employer: Vanquis
Contact Detail:
Vanquis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Ambassador
✨Tip Number 1
Familiarise yourself with the Consumer Rights Act 2015, as this knowledge will be crucial in handling vehicle quality complaints effectively. Understanding the legal framework will not only help you in your role but also demonstrate your commitment to providing fair outcomes for customers.
✨Tip Number 2
Practice your communication skills across various channels, especially in handling sensitive situations with vulnerable customers. Role-playing different scenarios can prepare you for the diverse interactions you'll face as a Customer Support Ambassador.
✨Tip Number 3
Research Vanquis and its company culture thoroughly. Understanding their values and mission will help you align your responses during interviews, showcasing that you're not just looking for any job, but are genuinely interested in contributing to their team.
✨Tip Number 4
Network with current or former employees of Vanquis on platforms like LinkedIn. Engaging with them can provide insider insights about the role and the company, which can be invaluable during your interview process.
We think you need these skills to ace Customer Support Ambassador
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and any specific skills mentioned in the job description, such as handling vehicle quality complaints or using various communication methods.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention how your previous experiences align with the responsibilities of a Customer Support Ambassador at Vanquis.
Showcase Communication Skills: Since excellent verbal and written communication is crucial for this role, provide examples in your application that demonstrate your ability to communicate effectively with diverse customers.
Highlight Problem-Solving Abilities: In your application, include specific instances where you successfully resolved complex customer issues. This will show your capability to handle the responsibilities outlined in the job description.
How to prepare for a job interview at Vanquis
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Support Ambassador. Familiarise yourself with vehicle quality complaints and the importance of regulatory compliance to demonstrate your knowledge during the conversation.
✨Showcase Your Communication Skills
As this role requires excellent verbal and written communication, prepare examples of how you've effectively communicated with customers in the past. Highlight any experience dealing with vulnerable customers or complex cases to show your capability.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've successfully resolved customer complaints or issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and illustrate your problem-solving skills.
✨Research Vanquis and Its Values
Familiarise yourself with Vanquis's mission and values, especially their commitment to caring banking and customer satisfaction. This will help you align your answers with their culture and show that you're genuinely interested in being part of their team.
