Customer Resolutions Executive, Retail Finance
Join to apply for the Customer Resolutions Executive, Retail Finance role at V12 Retail Finance Limited.
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 exists 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, 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 them 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, and external businesses.
* 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, including DSARS, legal claims, complex queries, and quality assurance.
* Proactively contribute 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. 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.
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 actively embrace and celebrate diversity 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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Business Development and Sales
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