Customer Resolutions Executive

V12 Retail Finance Limited; Kidderminster; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading finance company in the UK is seeking a Customer Resolutions Executive to ensure top-notch service delivery and customer satisfaction. This role involves investigating and resolving customer complaints, demonstrating a strong customer-centric approach, and contributing to continuous improvement. Ideal candidates will have experience in regulated financial services and strong empathy skills. This is a full-time position with an employment level of mid-senior.

Benefits

Annual bonus scheme

Life assurance

Matched pension contributions

25 days annual leave plus bank holidays

Wellbeing hour

Flexible benefits

Online GP & Physio service

Paid volunteering days

Qualifications

• Experience in a customer-focused environment is essential.
• Background in regulated financial services is required.
• Ability to investigate complex issues thoroughly.

Responsibilities

• Ownership of complaints from investigation to resolution.
• Liaison with customers, colleagues, and external businesses.
• Support root cause analysis of complaint issues.

Skills

Customer-centric approach

Dispute resolution

Empathy

Investigative skills

Job description

Customer Resolutions Executive

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 that we put things right, not just for that customer but for all customers thereafter, ensuring 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.

Key Responsibilities

• Ownership of complaints from investigation to resolution.
• Dispute resolution and liaison with customers, colleagues and external businesses (including FOS).
• Support root cause analysis through identifying complaint issues, errors and breaches.
• Demonstrate flexibility to complete administrative work within the team, 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; experience in regulated financial services is essential. You will have the ability to investigate complex issues, getting to the root cause while putting things right. Our customer‑centric ethos requires empathy and the ability to take full ownership of a complaint from end to end.

Benefits

• Annual bonus scheme
• Life assurance
• Matched pension contributions
• 25 days annual leave plus bank holidays and your birthday off, on us!
• Wellbeing hour to spend doing whatever makes you happy
• 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 want to ensure we provide a balance of face‑to‑face collaboration and the ability to focus on deep work without distraction. Our Workwise policy works for us. We expect 50% of our colleagues’ time to be spent onsite, but apply this flexibly in line with business requirements. You can request flexible working arrangements at any time; we’ll consider your needs and the needs of your role, and try to find something that works for everyone.

At V12 Retail Finance you will have autonomy to use your skills and experience to drive our business forward and have a tangible effect on our success. We celebrate achievement with 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.

Our Culture

Everyone is different and valued. We’re building Britain’s most trusted specialist lender. We learn we’re more than the sum of our parts, and we actively embrace and celebrate diversity, working with leading industry bodies and supporting 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 more accessible, please do not hesitate to contact the Talent Acquisition team.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Business Development and Sales