About The Role

Secure Trust Bank is an award-winning UK retail bank, providing savings accounts and lending services to over a million customers. Born in 1952 in the West Midlands, we’ve had plenty of time to hone our craft. We’re a bank you can trust. After all, it’s in our name.

V12 Vehicle Finance - powered by Secure Trust Bank - is a comprehensive, used vehicle proposition that is unique to the automotive financing industry.

Our customers are at the heart of everything we do, so we have a strong set of values that we aim to live every day. These values along with our Grow, Sustain and Care strategy continue to help us in building a great business for our Customers, Colleagues and Shareholders. We are passionate about being fair, friendly, polite and helpful in every interaction we make.

It's an exciting time to join V12 Vehicle Finance! We are continuing to grow, with investment in our platforms, technology, products and most importantly our people. Our offices are in Solihull, and we operate a hybrid working policy.

The Role

Working within our Vehicle Finance Team, you will provide an excellent customer contact experience for all Vehicle Finance customers, aiming to resolve customers’ enquiries at first point of contact.

You will work within agreed service level commitments and achieve productivity and quality performance measures.

You will be trained to answer inbound telephone customer queries and to undertake some administrative duties such as responding to emails and written correspondence and actioning customer requests.

Your Customer interactions will cover a wide range of situations including

  • Telephone contact
  • Email
  • Written correspondence

The Vehicle Finance Customer Services Practitioner Apprenticeship (Level 2) will take a minimum of 12 months to complete, and you will be able to develop your Knowledge, Skills and Behaviours:


  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge


  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge


  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code, professional language
  • “Right first time”
The Benefits

At STB 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. In return you will receive a competitive salary package, inclusion in the company bonus scheme, share save scheme and a suite of flexible benefits and discounts that you can opt into to suit your lifestyle, from gym membership to private medical cover. 

As a business we celebrate achievement and have a range of generous recognition schemes that reward both individual and team successes. We also offer free fruit, hot & cold drinks throughout the day and have an onsite canteen offering hot and cold food and a pool table to help you unwind during breaks. 

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.