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- Tasks: Manage customer complaints and ensure outstanding service while resolving issues.
- Company: V12 Retail Finance, a trusted UK specialist lender since 1952.
- Benefits: Annual bonus, life assurance, 25 days leave, and flexible benefits.
- Why this job: Make a real difference by improving customer experiences and driving business success.
- Qualifications: Experience in customer complaints within regulated financial services.
- Other info: Hybrid working model with personal development plans for career growth.
The predicted salary is between 36000 - 60000 £ 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!
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 contributes to the growth and development of the department, always viewing change as an opportunity to improve.
You will have experience within a customer complaints role in regulated financial services. 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. Our working hours are Monday - Friday 9.00am - 5.00pm, we are a hybrid working business with an expectation of 50% office attendance.
How you will be rewarded:- 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
- Free breakfast, fruit, and hot drinks throughout the day
- Paid volunteering days and matched charity fundraising
- Free parking
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. 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.
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. 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.
Customer Resolutions Executive in Kidderminster employer: V12 Retail Finance
Contact Detail:
V12 Retail Finance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolutions Executive in Kidderminster
✨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, think of examples from your past experiences where you turned a negative situation into a positive one. We want to hear how you handled tough customers and what you learned from those situations.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss how you approach complex issues and get to the root cause of problems. We love candidates who can think on their feet and come up with creative solutions, so don’t hold back!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you’re proactive and keen to join our team. Don’t miss out on this opportunity to make a real impact at V12 Retail Finance!
We think you need these skills to ace Customer Resolutions Executive in Kidderminster
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 customer complaints and regulated financial services, showing us how you can bring value to our team.
Showcase Your Customer-Centric Approach: We want to see your empathy and problem-solving skills shine through. Share specific examples of how you've resolved customer issues in the past, demonstrating your ability to take ownership and improve service.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and structure your thoughts logically. This will help us understand your qualifications and experiences without any confusion.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at V12 Retail Finance
✨Know Your Stuff
Before the interview, make sure you understand V12 Retail Finance's services and values. Familiarise yourself with the complaints process in regulated financial services, as well as the importance of customer-centricity. This will show that you're genuinely interested in the role and can hit the ground running.
✨Showcase Your Empathy
As a Customer Resolutions Executive, empathy is key. Prepare examples from your past experiences where you've successfully resolved customer complaints. Highlight how you took ownership of the situation and ensured the customer felt heard and valued. This will demonstrate your ability to connect with customers on a personal level.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about complex issues you've dealt with before and how you got to the root cause. Practising these scenarios will help you articulate your thought process clearly during the interview.
✨Embrace Change and Improvement
V12 Retail Finance values continuous improvement, so be prepared to discuss how you've contributed to positive changes in previous roles. Share specific examples of how you've identified issues and implemented solutions that benefited both customers and the business. This will align with their ethos of using mistakes as learning opportunities.
