Customer Support Ambassador

Vehicle Complaints - Customer Support Ambassador

Contract Type: Permanent

Location: Petersfield or Bradford

Working Pattern: Hybrid—typically a couple of days a week in the office. Core hours are Monday to Friday 09:00 – 17:30. 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

• Holidays: 25 days, increasing to 30 days with service
• Pension: Up to 10% employer contribution
• Family Leave: Enhanced maternity (post-probation) and 4 weeks paternity leave
• Workations: Work abroad for up to 20 days a year (approved countries)
• Volunteering: 2 paid days to support a charity of your choice
• Learning & Development: Access to LinkedIn Learning for all colleagues
• Financial Wellbeing: Free Snoop Premium subscription
• Connection & Culture: Quarterly socials, in-person and virtual company updates
• Healthcare: Option to join Private Medical Insurance
• Bonus: Discretionary annual bonus

You and Your Team

As a Customer Support Ambassador, you will be responsible for individual, complex reviews that have surfaced through customer complaints or proactive identification. In this role your main focus will be around solving our satisfactory quality complaints around Vehicle Quality.

In this role you will be responsible for providing a resolution for complex cases, working within regulatory governance and business requirements to ensure fair customer outcomes are achieved.

As a Customer Support Ambassador, You Will:

• Completing thorough investigations, with effective understanding to help reach an appropriate outcome & subsequent resolution for our customers
• To effectively communicate with customers, brokers, and dealers through all channels, suited to their preference in order to reach a speedy resolution for our customers
• Maintaining a high level of understanding on new or immerging guidelines or regulation in order maintain compliance with regulatory and business requirements
• Taking ownership of cases assigned, understanding all aspects & potential resolution points for the customer
• Aiding in remediation of customers, to put anything right that has gone wrong, re-invigorating brand loyalty
• To make fair decisions that lie outside of current processes to achieve the right outcome for each customer
• Having a deep understanding of some customer touchpoints including policy, processes and set SLA’s relating to assigned area of responsibility
• Excellent verbal and written communication, being responsible for both telephony and non-telephony channels
• Identifying and controlling risks relating to customers, colleagues, and the business.
• Ability to handle executive and high-risk complaints.

What We’re Looking For

• Experienced in using different communication methods including both written and verbal with a wide range of customers including those considered as vulnerable
• Experienced in analysing data and interpreting facts and figures to make informed decisions
• Experienced in managing and maintaining professional working relationships, both internally and externally
• Good commercial acumen
• Excellent attention to detail and ability to follow processes
• Ability to create and maintain accurate/accessible and organised documentation
• Experience working in a sale and/or telephone-based role
• Good understanding of the Consumer Rights Act 2015
• Experience in handling vehicle quality complaints

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 1.69 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 take care of our colleagues as well as our customers, working hard to create a rewarding and supportive work environment. That means competitive salaries, benefits, and a Group-wide recognition scheme. Everyone can enrol in our pension and after six months, you can join our ‘Buy as You Earn’ scheme.

We’re about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know you’re here to build your career, so we help every colleague with training and development opportunities. Making sure there’s always something new to learn.

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 [email protected].