Posted 01/12/2025
£23,000 - £27,000 per annum
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 (which sometimes they do) 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
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;
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.
About The Company
Our customers are at the heart of everything we do, but we can’t achieve our customer focused strategy without the right people in our team.
At Secure Trust Bank, we know that people are our biggest investment, which is why a career with us is not just a job. It’s the chance to be part of something bigger, to add real value to the Bank and help us constantly improve, in order to achieve our ambition of becoming the best bank in Britain. We believe in giving our staff autonomy, with initiative and exceptional performance recognised through a variety of individual and team awards and incentives. All our employees have a tangible impact on the Group’s core values, and we are looking for candidates who are enthusiastic, proactive and enjoy working in a fast paced environment. So join us as we strive to Grow, Sustain and Care about the way we work.
V12 Retail Finance Technology is constantly transforming the retail sector and we’ve been at the cutting edge of retail finance from the start offering pioneering, multi-channel access and functionality. We don’t believe in standing still and we’re always looking for new ways that our smart technology can work even smarter to delight your customers. Part of the Secure Trust Bank family, we also have the financial backing to make our pricing, products and services work for you. And, our customer first culture means we understand what will make your customers keep coming back time and again.
Secure Trust Bank is the only UK bank awarded a Customer Service Excellence accreditation. We arrange and administer retail finance loans on behalf of Secure Trust Bank PLC, who is the lender. Secure Trust Bank PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
