Customer Resolutions Executive

Secure Trust Bank PLC; Cardiff; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A financial services provider in Cardiff is seeking a Customer Resolutions Executive to manage customer complaints and ensure high service levels. The ideal candidate will have experience in a customer-focused role, particularly within regulated financial services, and possess strong problem-solving skills. This position allows for flexible working arrangements and offers various benefits including an annual bonus scheme and ample holiday leave.

Benefits

Annual bonus scheme

Life assurance

Matched pension contributions

25 days annual leave plus bank holidays

Wellbeing hour

Flexible benefits options

Online GP & Physio service

Paid volunteering days

Free parking

Qualifications

• Experience in regulated financial services is essential.
• Ability to investigate complex issues effectively.
• Customer-focused mindset with a commitment to service.

Responsibilities

• Manage the complaints process and resolve complaints satisfactorily.
• Liaise with customers and external businesses for dispute resolution.
• Contribute to the growth and development of the department.

Skills

Customer service experience

Empathy

Problem-solving skills

Job description

Overview

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 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
• Online GP & Physio service, along with other wellbeing perks
• Paid volunteering days and matched charity fundraising
• Free parking

How we work

We understand that people don't always thrive in the same environment, we embrace difference and so want to ensure we provide a balance of face to face collaboration and the ability to focus on deep work without distraction which is why our Workwise policy works for us. We expect 50% of our colleagues time is spent onsite, however apply this flexibly in line with business requirements.

You can request flexible working arrangements at any time, if your needs differ from the standard working pattern we’ll consider your needs and the needs of your role, and try and find something that works for everyone.

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.