Customer Resolutions Executive

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

Job summary

A leading financial services provider in Cardiff seeks a Customer Resolutions Executive. In this role, you will manage complaints, ensuring compliance with regulatory standards while providing outstanding service. Candidates should have experience in financial services, possess strong investigative skills, and embody empathy. The position offers a hybrid working model with 50% office attendance. Join a team where your contributions directly impact the company's success and enjoy a range of employee benefits, including an annual bonus and personal development opportunities.

Benefits

Annual bonus scheme

Life assurance

Matched pension contributions

25 days annual leave plus bank holidays

Wellbeing hour

Flexible benefits

Free breakfast and hot drinks

Paid volunteering days

Qualifications

• Experience within a customer complaints role in regulated financial services.
• Ability to investigate complex issues and resolve complaints effectively.
• Customer-centric ethos with empathy and ownership of complaints.

Responsibilities

• Manage the complaints process and ensure satisfactory resolutions.
• Liaise with customers and external organizations for dispute resolution.
• Contribute to departmental growth and identify root causes of complaints.

Skills

Customer centricity

Regulatory compliance

Dispute resolution

Flexibility

Empathy

Job description

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 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 and external businesses/FOS.
• Support of root cause analysis through identifying complaint issues, errors and breaches.
• Demonstrate flexibility to ensure that the administration work within the team is completed satisfactorily, which includes DSARS, legal claims, complex queries, and quality assurance.
• Pro‑actively 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 complaints role in regulated financial services. 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.

Our working hours are Monday – Friday 9.00am – 5.00pm. We are a hybrid working business with an expectation of 50% office attendance.

How you will be rewarded

• 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.

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.