Overview
The Vacancy
Title: Complaints Team Leader
Contract Type: Permanent
Location: Petersfield / Chatham / Bradford
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. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.
Responsibilities
* Leading and coaching a multi-skilled team within the complaints operation
* Creating a supportive environment where colleagues feel respected and can be themselves
* Driving performance against conduct, customer and commercial targets
* Handling complex escalations, ensuring fair and appropriate resolutions
* Using data and insight to improve processes and prevent customer detriment
* Working closely with stakeholders across VBG to improve customer journeys
* Championing continuous improvement and embedding best practice in complaints handling
Team and Role Context
You and Your Team:
* As a Complaints Team Leader (known internally as a Customer Support Ambassador Lead) you will be leading a multi-skilled team, shaping how we manage complaints across all Vanquis products and ensuring every customer gets the right outcome and service. Our Complaints Hub covers BAU complaints; responsible lending, Satisfactory Quality (SQ) complaints, commissions and DSARs. Requiring you and your team to support in any one of these areas.
* You’ll provide clear direction, inspire colleagues to be their best, and champion our purpose, vision and values – helping us put customers on a path to be better every day.
Why this role matters
This role is at the heart of how we support our customers when things don’t go right. You’ll lead by example, inspire your team, and help us deliver an exceptional complaints journey that strengthens trust in Vanquis.
What will make you stand out
* Strong leadership experience in a regulated, customer-facing environment
* Knowledge of complaints handling, credit products and regulatory requirements
* Proven track record of motivating teams and driving performance
* Analytical skills – able to interpret data and spot opportunities for improvement
* Great communication skills – able to inspire colleagues and engage with stakeholders
* A customer-first mindset, with a focus on delivering great outcomes
What We Offer
We care about your health, wellbeing and life outside work. Our benefits include flexibility, empathy and resources to help you navigate life’s ups and downs.
* Holidays: 25 days of annual leave (rising to 30 with service); buy/sell up to 5 extra days; swap up to 4 bank holidays
* Pension: Up to 10% employer contributions
* Enhanced Leave: Enhanced maternity (post-probation) and 4 weeks paternity leave to paid neonatal and carers leave
* Workations: Work abroad for up to 20 days a year in approved countries
* Paid Birthday Leave
* Volunteering: 2 paid days per year
* Learning & Development: Access to Learning for all colleagues
* Financial Wellbeing: Free Snoop Premium subscription
* Healthcare: Denplan for dental care and Private Medical Insurance optional
The Benefits and Equal Opportunities
Equal Opportunities: Vanquis Bank is an Equal Opportunity Employer. We welcome all backgrounds, identities and experiences. If you need support during the recruitment process, contact careers@vanquis.com.
We are proud signatories of the Armed Forces Covenant and support the Armed Forces community.
About Vanquis
At Vanquis, we deliver caring banking so customers can make the most of life’s opportunities. We are a FTSE All Share company serving over 1.7 million UK customers with a culture defined by our core values: caring for people, pulling together, finding better ways and getting the right things done.
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