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.
What We Offer
We don’t just care about your work, we care about your health, wellbeing and life outside your working hours. That’s why we offer flexibility, empathy, and a wide range of resources to help you navigate life’s ups and downs and feel your best.
Our benefits include:
* Holidays: 25 days of annual leave (rising to 30 with service), and tailor your time off by buying or selling up to 5 extra days.
* Pension: We’ll boost your future with up to 10% employer contributions—because your tomorrow matters
* Enhanced Leave: Enhanced maternity (post-probation) and 4 weeks paternity leave to paid neonatal and carers leave – we’ve got your back when it matters most.
* Workations: Why not take your laptop somewhere sunny? Work abroad for up to 20 days a year in approved countries.
* Paid Birthday Leave: Your birthday, your rules—take the day off and celebrate in style!
* Volunteering: 2 paid days a year to volunteer for a cause close to your heart.
* Learning & Development: Access to LinkedIn Learning for all colleagues – because your growth matters.
* Financial Wellbeing: Stay on top of your finances with a free Snoop Premium subscription.
* Healthcare: Take care of your wellbeing with our easy self-pay Denplan scheme for dental care and feel confident knowing you can also choose Private Medical Insurance for extra reassurance when it matters most.
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.
You and Your Team:
As a Complaints Team Leader 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.
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.
In your day-to-day role, as a Complaints Team Leader you will:
* 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
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
About Vanquis
At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life’s opportunities.
Vanquis Bank is an Equal Opportunity Employer. We embrace everyone’s unique strengths and identities. No matter your background, identity, or experience, you are welcome here.
#J-18808-Ljbffr