Cardiff, Hybrid

Customer Resolutions , Customer Services

£23,000 - £29,000

Not Specified

Permanent

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Customer Resolutions Executive

About The Role

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 exist 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'd 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 contributes 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
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.

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.

About The Company

Our customers are at the heart of everything we do, but we can’t achieve our customer focused strategy without the right people in our team.

At Secure Trust Bank, we know that people are our biggest investment, which is why a career with us is not just a job. It’s the chance to be part of something bigger, to add real value to the Bank and help us constantly improve, in order to achieve our ambition of becoming the best bank in Britain. We believe in giving our staff autonomy, with initiative and exceptional performance recognised through a variety of individual and team awards and incentives. All our employees have a tangible impact on the Group’s core values, and we are looking for candidates who are enthusiastic, proactive and enjoy working in a fast paced environment. So join us as we strive to Grow, Sustain and Care about the way we work.

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