Job Details - Provident Careers Site

Job Details

Job ID
Job Title
Complaints Handler
Position Type
Business Brand
Multiple Brands
Contact Centre
£18,750 - £21,000 depending on experience
About Us
Established in 1880, Provident Financial Group (PFG) is one of the UK's leading suppliers of personal credit products to the non-standard lending market.

Provident delivers non-standard lending through our businesses - Vanquis Bank, Provident Home Credit, Satsuma Loans, Moneybarn and Cheque Exchange.
About the Role

Here at Provident, we take complaint handling seriously and that's why we always strive to re-build effective relationships with our customers, which is why we are recruiting Complaint Handlers who can think outside the box to tackle problems and use their initiative to come to a fair and reasoned conclusion for our customers.

What you will be doing:

You will be responsible for looking after our customer complaints in an FCA regulated environment and investigate the root-cause ensuring that we are always adhering to the principles of '˜Treating Customers Fairly'.

Some Key Responsibilities:

  • Initial point of contact for complaint investigation and resolution.
  • Taking ownership of complaints from start to finish, ensuring a fair outcome.
  • Translate complex pieces of information into clear and succinct customer communication.
  • Ensure complaint acknowledgment, final responses and holding letters are issued within timescales.
  • Adhere to DISP, DPA and FCA regulatory guidelines.
  • Be an ambassador for improving customer experience by '˜seeing through the eyes of the customer'.
  • Effectively communicate with the Complaints Team Leaders and Managers.
Skills and Experience

The Knowledge & Skills you will have:

  • Previous complaints handling experience is desirable but not essential
  • Excellent verbal and letter writing abilities are essential
  • Knowledge of regulatory guidelines impacting complaint handling
  • A real passion for excellent customer service and ‘TCF’
  • Ability to identify and record root cause of complaints
  • Friendly telephone manner
  • Positive and flexible attitude
Why choose a career with us?

From your first day working with us, we believe in looking after our employees and are dedicated to providing them with a safe, supportive and fair working environment across all areas of the company.

We also like to let our employees know that we appreciate their hard work by offering competitive salaries and a range of reward schemes as well as regular performance management reviews and appraisals so that you can monitor your career progress. Benefits include:
  • Competitive salary
  • 25 days holiday plus bank holidays
  • Provident Perks at Work (High street discounts)
  • Discretionary Bonus
  • Pension Scheme
  • Encouraging and fun working culture
  • Onsite Nuffield Health Gym available
  • Subsidised staff restaurant
Equality, Diversity & Inclusion EDI

Provident is one of a select group of forward thinking organisations that have signed up for the National Equality Standard NES. The NES provides a cultural assessment through the lens of diversity. It looks across all 9 protected characteristics set out in the Equality Act 2010 to ensure true inclusion in the workplace.