Job Description

SalaryLocation

The Vacancy

Title:

Complaints Team Leader

Contract Type:

Permanent

Location:

Petersfield / Chatham / Bradford

Working Pattern:

Hybrid--typically a couple of days a week in the office. Part-time or flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.

What We Offer

We don't just care about your work, we care about your health, wellbeing and life outside your working hours. That's why we offer we offer flexibility, empathy, and a wide range of resources to help you navigate life's ups and downs and feel your best. We encourage you to take ownership of your work-life blend, support others and make time to prioritise your wellbeing, our benefits include:

Holidays:

25 days of annual leave (rising to 30 with service), and tailor your time off by buying or selling up to 5 extra days. Plus, with our flexible bank holiday policy, you can swap up to 4 days to celebrate what matters most to you--whether that's skipping Easter or switching up your Christmas plans.

Pension:

We'll boost your future with up to 10% employer contributions--because your tomorrow matters

Enhanced Leave:

Enhanced maternity (post-probation) and 4 weeks paternity leave to paid neonatal and carers leave - we've got your back when it matters most.

Workations:

Why not take your laptop somewhere sunny? Work abroad for up to 20 days a year in approved countries. Yes, really.

Paid Birthday Leave:

Your birthday, your rules--take the day off and celebrate in style!

Volunteering:

2 paid days a year to volunteer for a cause close to your heart.

Learning & Development:

Access to LinkedIn Learning for all colleagues - because your growth matters.

Financial Wellbeing:

Stay on top of your finances with a free Snoop Premium subscription.

Healthcare:

Take care of your wellbeing with our easy self-pay Denplan scheme for dental care and feel confident knowing you can also choose Private Medical Insurance for extra reassurance when it matters most.

Why this role matters?

This role is at the heart of how we support our customers when things don't go right. You'll lead by example, inspire your team, and help us deliver an exceptional complaints journey that strengthens trust in Vanquis.

You and Your Team:

As a Complaints Team Leader (known internally as a Customer Support Ambassador Lead) you will be leading a multi-skilled team, shaping how we manage complaints across all Vanquis products and ensuring every customer gets the right outcome and service. Our Complaints Hub covers BAU complaints; responsible lending, Satisfactory Quality (SQ) complaints, commissions and DSARs. Requiring you and your team to support in any one of these areas.



You'll provide clear direction, inspire colleagues to be their best, and champion our purpose, vision and values - helping us put customers on a path to be better every day.

In your day-to-day role, as a Complaints Team Leader Lead you will:

Leading and coaching a multi-skilled team within the complaints operation Creating a supportive environment where colleagues feel respected and can be themselves Driving performance against conduct, customer and commercial targets Handling complex escalations, ensuring fair and appropriate resolutions Using data and insight to improve processes and prevent customer detriment Working closely with stakeholders across VBG to improve customer journeys Championing continuous improvement and embedding best practice in complaints handling

What will make you stand out?

Strong leadership experience in a regulated, customer-facing environment Knowledge of complaints handling, credit products and regulatory requirements Proven track record of motivating teams and driving performance Analytical skills - able to interpret data and spot opportunities for improvement Great communication skills - able to inspire colleagues and engage with stakeholders A customer-first mindset, with a focus on delivering great outcomes
Offers are subject to satisfactory background checks, including credit, fraud, and employment references.

Who we are

At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life's opportunities. Established in 1880, we're now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.7 million UK customers. We see ourselves as the bank that's got your back.


Vanquis has been named one of the Financial Times UK's Best Employers 2025, ranking in the top 50 nationwide and seventh in Banking and Financial Services. This recognition is based on independent employee feedback, reflecting our strong workplace culture, career growth opportunities, and commitment to our people. We are proud signatories of the Armed Forces Covenant and actively support the Armed Forces community, including veterans, reservists, and military families.


We take care of our colleagues as well as our customers, we are creating a workplace where everyone feels connected, valued, empowered and rewarded- all guided by our four core values - caring for people, pulling together, finding better ways and getting the right things done.


Rewarding our colleagues goes beyond pay. We're building a culture where everyone feels valued, motivated, and proud. Alongside competitive salaries, we offer meaningful benefits, annual salary reviews, a discretionary bonus scheme and evolving recognition.


We care about your career and ambitions just as much as you do, offering tools, guidance and opportunities to help you grow. Take ownership, stay curious and we'll match your ambition with unique experiences, hands-on learning and tailored development to support your career journey.

Equal Opportunities

Vanquis Bank is an Equal Opportunity Employer. We embrace everyone's unique strengths and identities. No matter your background, identity, or experience, you are welcome here. We believe diversity enriches our teams and helps us better support our customers.


If there's anything we can do to support you during the recruitment process--whether that's a different format of the application or additional assistance--please contact us at

careers@vanquis.com

.

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