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- Tasks: Manage customer complaints and ensure outstanding service while resolving issues effectively.
- Company: Join V12 Retail Finance, a leading specialist lender with a focus on customer satisfaction.
- Benefits: Enjoy competitive salary, annual bonus, 25 days leave, and flexible working options.
- Why this job: Make a real difference by helping customers and improving services in a supportive environment.
- Qualifications: Experience in customer-focused roles, especially within regulated financial services is essential.
- Other info: Embrace diversity and enjoy professional development opportunities in a dynamic team.
The predicted salary is between 36000 - 60000 ÂŁ per year.
V12 Retail Finance is a UK specialist provider of Retail Point of Sale Credit, providing finance to customers via a diverse range of retail partners. Our Customer Resolutions Team exists to ensure that every customer receives the highest level of service from our business and when things go wrong (which sometimes they do) that we put things right, not just for that customer but for all customers thereafter, ensuring that mistakes are not repeated but used to continuously improve our offering. We are looking for experienced customer‑centric individuals to join our team. If you are great with people, have experience of working in regulated financial services, and are looking for your next challenge, we would love to hear from you!
What you will do
As a Customer Resolutions Executive you will manage the complaints process by taking ownership of individual complaint cases and resolving satisfactorily within the Regulator’s complaint handling rules. You will focus on providing outstanding service to customers, receiving and responding to queries and requests, and delivering against a range of performance target indicators.
Key responsibilities
- Ownership of complaints from investigation to resolution.
- Dispute resolution and liaison with customers / colleagues / external businesses / FOS.
- Support of root cause analysis through identifying complaint issues, errors and breaches.
- Demonstrate flexibility to ensure the administration work within the team is completed satisfactorily, which includes DSARS, legal claims, complex queries, and quality assurance.
- Pro‑actively contribute to the growth and development of the department, always viewing change as an opportunity to improve.
What you will bring
You will have experience within a customer‑focused environment; this need not be complaints‑specifically but experience in regulated financial services is essential. You will have the ability to investigate complex issues, getting to the root cause of the issue while putting things right. Our customer‑centric ethos requires empathy with a customer and the ability to take full ownership of their complaint from end to end.
How you will be rewarded
Along with your salary, you also get:
- Annual bonus scheme
- Life assurance
- Matched pension contributions
- 25 days annual leave plus bank holidays and your birthday off, on us!
- A wellbeing hour to spend doing whatever makes you happy
- A wide range of flexible benefits from Cycle2Work to private healthcare
- Online GP & Physio service, along with other wellbeing perks
- Paid volunteering days and matched charity fundraising
- Free parking
How we work
We understand that people don’t always thrive in the same environment, we embrace difference and so want to ensure we provide a balance of face‑to‑face collaboration and the ability to focus on deep work without distraction, which is why our Workwise policy works for us. We expect 50% of our colleagues' time to be spent onsite but apply this flexibly in line with business requirements. You can request flexible working arrangements at any time. If your needs differ from the standard working pattern, we’ll consider your needs and the needs of your role, and try and find something that works for everyone.
At V12 Retail Finance you will not be a small cog in a big wheel; you will have the autonomy to use your skills and experience to drive our business forward and have a tangible effect on our success.
Professional development and recognition
As a business we celebrate achievement and have a range of generous recognition schemes that reward both individual and team successes. We offer excellent in‑house training and development schemes and a range of external qualifications to enable your progression and career development. Every single member of our team has a personal development plan to help them achieve their goals, whatever their career ambitions.
Everyone is different. Everyone is valued. We’re building Britain’s most trusted specialist lender. It’s what we’ve been doing since 1952 and in that time, we’ve learned that we’re more than the sum of our parts. We’re a strong group because of our people. And all our people are different. Every one of our employees brings unique talent, ability and perspective to their role. That’s why Secure Trust Bank Group nurtures differences. We understand that we perform better because we’re not cast from the same mould. We actively embrace and celebrate diversity, work with leading industry bodies and support initiatives that reinforce our philosophy of giving you the freedom to be who you are.
If there is anything you need to make your recruitment journey with us more accessible, please do not hesitate to contact the Talent Acquisition team who will be happy to talk through your preferences.
We’re an award‑winning bank providing savings accounts and lending services to over one million customers. We’re Secure Trust Bank Group. We embrace difference.
Customer Resolutions Executive employer: Secure Trust Bank PLC.
Contact Detail:
Secure Trust Bank PLC. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolutions Executive
✨Tip Number 1
Get to know the company! Before your interview, do a bit of digging into V12 Retail Finance. Understand their values, mission, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service scenarios. Since the role is all about resolving complaints and providing top-notch service, think of examples from your past experiences where you've turned a negative situation into a positive one. Be ready to share these stories during your interview!
✨Tip Number 3
Show off your problem-solving skills! In the Customer Resolutions Executive role, you'll need to investigate complex issues. Prepare to discuss how you've tackled tricky problems before and what steps you took to resolve them effectively.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready about the team, the company culture, or the challenges they face. This shows you're engaged and keen to contribute to their success. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Resolutions Executive
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Resolutions Executive role. Highlight your experience in regulated financial services and any customer-centric roles you've had. We want to see how you can bring your unique skills to our team!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've successfully resolved complaints or complex issues in the past. We love candidates who can demonstrate their ability to take ownership and find solutions, so don’t hold back on sharing your success stories!
Be Personable: Remember, we’re looking for someone who’s great with people! Use a friendly tone in your cover letter and let your personality shine through. Show us that you understand the importance of empathy in customer service and how you can connect with our customers.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at Secure Trust Bank PLC.
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service skills and experiences. Think about specific examples where you've resolved complaints or improved customer satisfaction. This will show that you understand the importance of a customer-centric approach, which is key for the role.
✨Understand the Regulatory Landscape
Since this role involves working within regulated financial services, it’s crucial to familiarise yourself with relevant regulations and complaint handling rules. Being able to discuss these confidently will demonstrate your preparedness and understanding of the industry.
✨Show Empathy and Ownership
Prepare to discuss how you’ve taken ownership of complaints in the past. Highlight instances where you’ve shown empathy towards customers, as this aligns perfectly with the company’s ethos. Remember, they want someone who can connect with customers and resolve issues effectively.
✨Be Ready for Change
The job description mentions viewing change as an opportunity to improve. Think of examples where you’ve adapted to changes in your work environment or processes. This will show that you’re flexible and ready to contribute positively to the team’s growth.
