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- Tasks: Lead customer support teams and ensure exceptional service delivery.
- Company: Join Vanquis, a leading specialist bank empowering over 1.75 million customers since 1880.
- Benefits: Enjoy flexible working, 25-30 days holiday, workations, and a generous pension scheme.
- Why this job: Make a real impact in a supportive culture focused on growth and employee engagement.
- Qualifications: Proven leadership in customer operations with a passion for team empowerment and performance.
- Other info: Hybrid working options available; we value diversity and inclusion in our workplace.
The predicted salary is between 36000 - 60000 £ per year.
Contract Type: Permanent
Location: Petersfield / Chatham
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.
What We Offer:
- Holidays: 25 days holiday up to 30 days (depending on service)
- Pension: We will contribute up to 10%
- Maternity/Paternity: Enhanced maternity and 4 weeks paternity leave
- Workations: Opportunity to work abroad 20 days a year
- Volunteering: 2 paid days to give back to charity
- Development: Linked In 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 will be reporting to the Senior Customer Operations Manager. As our Customer Support Operations Team Lead, you will provide clear direction and drive exceptional service delivery across our credit products, ensuring every customer and introducer receives outstanding support, from onboarding to early-stage collections.
As a Customer Support Operations Team Lead, you will:
- Lead customer operations teams across key product lines
- Champion great customer outcomes through every interaction
- Inspire a culture of performance, coaching, and engagement
- Own escalated customer cases and ensure fair resolutions
- Continuously improve processes to reduce friction and enhance service
- Drive key business metrics across conduct, customer experience, and commercial performance
- Ensure your team is ready to thrive in a fast-moving, regulated environment
What We're Looking For:
You are a proven people leader with a deep understanding of regulated credit operations. You will bring:
- A solid grasp of customer operations in financial services
- Strong understanding of onboarding, service, and early-stage collections
- Experience improving operational delivery while managing customer outcomes, affordability, and vulnerability
- Passion for empowering teams and driving employee engagement
- Experience handling complex escalations with empathy and sound judgment
- Confidence using data to inform decisions and drive change
- Comfortable influencing across the business and collaborating with credit risk and underwriting teams
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 are 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.
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 give everyone a voice in the business and room to be their authentic self. 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 to be themselves at work. Regardless of how you identify yourself, your experiences and background help enrich our teams and support our customers in the best way possible.
If there's anything we can do in the recruitment process to help you achieve your best, get in touch.
The Company:
At Vanquis, we've been empowering lives since 1880. We are just as committed to our colleagues as we are to our customers, offering competitive salaries, comprehensive benefits, and recognition schemes. With pension plans, our Buy as You Earn scheme, and ongoing training opportunities, we create a supportive environment where you can grow and thrive.
Locations
Customer Support Operations Team Lead in Petersfield, Hampshire employer: Vanquis Bank Limited
Contact Detail:
Vanquis Bank Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Operations Team Lead in Petersfield, Hampshire
✨Tip Number 1
Familiarise yourself with the financial services sector, particularly in regulated credit operations. Understanding the nuances of onboarding and early-stage collections will give you an edge during discussions.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've inspired teams in previous roles. Highlighting your ability to drive performance and engagement will resonate well with our hiring managers.
✨Tip Number 3
Be ready to discuss specific metrics you've improved in past positions. Demonstrating your comfort with data and how it informs your decision-making can set you apart from other candidates.
✨Tip Number 4
Prepare to talk about your experience with complex customer escalations. Sharing stories that illustrate your empathy and sound judgment will show that you align with our people-first approach.
We think you need these skills to ace Customer Support Operations Team Lead in Petersfield, Hampshire
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support operations, particularly in financial services. Emphasise your leadership skills and any achievements that demonstrate your ability to drive performance and improve customer outcomes.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and leadership. Mention specific examples of how you've successfully managed teams and improved processes in previous roles. Show how your values align with the company's mission of delivering caring banking.
Highlight Relevant Skills: Focus on key skills mentioned in the job description, such as handling escalated customer cases, using data to inform decisions, and collaborating with other teams. Provide concrete examples of how you've demonstrated these skills in your past roles.
Showcase Your Understanding of the Industry: Demonstrate your knowledge of regulated credit operations and the importance of customer experience in financial services. This will show that you understand the challenges and opportunities within the industry, making you a more attractive candidate.
How to prepare for a job interview at Vanquis Bank Limited
✨Understand the Company Culture
Before your interview, take some time to research Vanquis and their commitment to employee engagement and customer care. Understanding their values will help you align your answers with what they prioritise.
✨Showcase Your Leadership Skills
As a Customer Support Operations Team Lead, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed teams in the past, focusing on performance, coaching, and engagement.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding escalated customer cases. Think of specific situations where you've handled complex issues with empathy and sound judgement.
✨Highlight Your Data-Driven Decision Making
Since the role involves using data to inform decisions, be ready to discuss how you've used metrics in previous roles to drive change and improve operational delivery. This will show your analytical skills and understanding of business performance.
