Customer Support Operations Team Lead

Job Title: Customer Support Operations Team Lead

Contract Type: Permanent

Location: Petersfield / Chatham

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:

• Holidays: 25 days holiday up to 30 days (depending on service)
• Pension: We know it is important to save for the future, that is why we will contribute up to 10%
• Maternity/Paternity: We realise that family time is important, we offer enhanced maternity (after successful completion of probation) and 4 weeks paternity leave
• Workations: opportunity to work abroad 20 days a year (approved list of countries) enabling you to visit family and friends or extend your trip
• Volunteering: 2 paid days to ‘give back’ to the charity of your choice
• Development: LinkedIn Learning for all
• Finance: Snoop Premium available to all colleagues
• Opportunities to connect: via quarterly socials, in-person and virtual company updates
• Medical: Opportunity to opt in for Private Medical Insurance
• Bonus: Discretionary annual bonus

The Role:

You and Your Team:

As an Customer Support Operations Team Lead (known internally as a Ambassador Lead), you will be reporting to the Senior Customer Operations Manager.

As our Customer Support Operations Team Lead, you’ll provide clear direction and drive exceptional service delivery across our credit products, ensuring every customer and introducer receives outstanding support, from onboarding to early-stage collections.

Why This Role?

This is your chance to step into a pivotal leadership position and make a real impact—on your team, our customers, and the future of VBG. If you’re ready to bring your expertise, creativity, and people-first approach to a dynamic and rewarding role, we’d love to hear from you.

As a Customer Support Operations Team Lead, you will:

• Leading customer operations teams across key product lines
• Championing great customer outcomes through every interaction
• Inspiring a culture of performance, coaching, and engagement
• Owning escalated customer cases and ensuring fair resolutions
• Continuously improving processes to reduce friction and enhance service
• Driving key business metrics across conduct, customer experience, and commercial performance
• Ensuring your team is ready to thrive in a fast-moving, regulated environment

What We’re Looking For:

You’re a proven people leader with a deep understanding of regulated credit operations—and you know how to deliver performance with heart. You’ll bring:

• A solid grasp of customer operations in financial services
• Strong understanding of onboarding, service, and early-stage collections
• Experience improving operational delivery while managing customer outcomes, affordability, and vulnerability
• Passion for empowering teams and driving employee engagement
• Experience handling complex escalations with empathy and sound judgment
• Confidence using data to inform decisions and drive change
• Comfortable influencing across the business and collaborating with credit risk and underwriting teams

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 1.75 million UK customers.

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. Our dedication to making a real difference for customers and supporting our colleagues remains at the heart of what we do.

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.

Vanquis Bank is an Equal Opportunity Employer

Here at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, martial or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, it's our people that help us to fulfil the reason why we’re here in the first place: to help put people on a path to a better everyday life.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available to help. You can contact us at [email protected]