Within the best Large Customer Service Team in Europe will be a brand-new team of subject matter experts within the Credit Lending Complaints space, working closely with senior stakeholders to craft the future of affordability complaints.  

Our award-winning Customer Care Team are at the forefront of our relationship with our customers. We are not only be passionate about achieving the right outcome and making quality decisions but are dedicated to our collaborative culture.  

About the role 

The Complaints Handler will need demonstrable experience in the handling of regulated complaints. Due to the complex nature of these cases, this experience is a pre-requisite for all applicants.  

You will use information sourced across multiple platforms to collate, investigate, and analyse case information, to complete a robust investigation into a complaint referral from the Financial Ombudsman Service. 

A confident and proficient communicator with excellent problem-solving skills, you will be a curious thinker, who continuously looks to challenge the status quo with the customer at the heart of your decision making.  

The team will be operational between the hours of 8.00am - 17.00pm, Monday to Friday.  

Training will take place on-site between 09.00am and 17.00pm 

• Proven experience in handling of regulated complaints, as well as regulatory awareness and Financial Ombudsman Service process experience is essential 

• Self-motivated and proactive in time management, in a fast paced but dynamic environment 

• Ability to gather, analyse and document evidence to support a well-articulated case decision 

• Commercial awareness and strong understanding of regulatory processes and decisioning tools 

• Internal and external stakeholder management through complex processes and various engagement channels – including forums and written communications 

Some of our benefits  

• Flexible, hybrid working model; 2 days per week in our Speke office (once training is completed) 

• 23 days holiday + bank holidays 

• Bonus potential (performance and business-related) 

• Up to 25% discount on (url removed) 

• Matched pension up to 6% 

• More benefits can be found on our career site  

How to apply  

Please note that the talent acquisition team are handling this vacancy directly, and if successful in securing this role, you may be required to undertake a credit, CIFAS and CRB check.  

What happens next?  

Our talent acquisition team will be in touch if you’re successful so keep an eye on your emails! We’ll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we’re a good match, we’ll share your CV with the hiring manager to review, and then be in touch to move to the interview process. Our interview process is tailored to each role and can be in-person and remotely. We will always look to make the adjustments you need to bring your best self to interview.  

About us 

We’re The Very Group – home to (url removed) and a 3,250-strong team of super talented people, all passionate about making good things easily accessible to more people so they can live life well. We combine amazing brands and products with flexible payment options that help people say yes when it matters most.  

Equal opportunities 

We’re an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.  

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.