Departments Chatham

Customer Service

Customer Action Team

The purpose of the Customer Action Team is to resolve customer complaints and initiate remedial actions to prevent future complaints. The team comprises of experienced Customer Complaint handlers who ensure that complaints are investigated and a fair assessment made to determine the actions required to resolve the matter. Where it is felt that a customer has not been treated fairly, a process is followed to ensure that the root cause is identified and appropriate remedial action taken to prevent future occurrences.

It is a small but highly skilled team that works with most other departments in the bank and is a key source of feedback regarding the customer impact of changes to policies and procedures.

Customer Services

The Customer Services team aims to provide an excellent experience for our customers throughout their entire journey with Vanquis, from the friendly, honest and informative welcome during the application, to the helpful, understanding, knowledgeable and trustworthy approach to ongoing service enquiries and transactions.

Our agents enjoy offering customers the opportunity to take up Vanquis products and services that suit their needs and believe that sales can be delivered through excellent customer service.

As a department we train and utilise our team members in a way that will benefit the overall results that will make Vanquis stronger and more successful. As individuals we aim to treat each other with respect and create an environment set for success by training, coaching, supporting, motivating and developing our team members.

New Accounts Team

‘Because first impressions count…’

The customer experience begins with us. We contact all our new customers to set up their card account and give them the opportunity to take advantage of other Vanquis products that may suit their needs. If working to targets is for you, then join our team as we strive to meet our business goals.

We believe that motivated people are happy people, which in turn ensures that our customers enjoy a great first experience.

Account Services

Account Services is one of the most diverse of the operational sections at Vanquis. It plays a pivotal role in the daily operational life of a busy call centre.

The section is responsible for both monetary and non-monetary processing covering such areas as;

• Convenience Cheques
• Payments
• Suspense Accounts Reconciliation

The section administers the Bank’s Repayment Option Plan, incoming correspondence, Direct Debits and post in and out.

The section offers staff the opportunity to develop both financial and volume skills whilst working in a very modern part of Chatham. Many of the staff have started their careers in Account Services and successfully progressed to other parts of the Bank.

Operations

Collections

If you are ready for a challenge then come and join our Collections team. Our aim is to educate our customers so they can manage their accounts effectively, assist them in utilising all the benefits a Vanquis Credit Card has to offer and ensure payments are received on time. We aim to work together as an effective team to deliver a committed and professional service striving to exceed targets. If working to targets is for you, then join our dynamic team and you will be given opportunity to realise your full potential.

Audit Department

The purpose of the Audit Department is to provide the Directors of Vanquis Bank with adequate assurance that there are sufficient controls in operation throughout the Bank, and that these controls are operating effectively and efficiently.

We have a strong team that is given the autonomy to use their skills to the best of their ability and the support to develop their knowledge and expertise.

Fraud

The Fraud and Disputes team is divided into 5 distinct sections:

Fraud Prevention

Responsible for reviewing and investigating applications received by the Bank that meet specific criteria, identifying fraudulent applications and declining them.

Third Party Investigations

The Third Party Investigations team is responsible for dealing with unauthorised transactions on customer’s account, undertaken by an individual other than the customer.

First Party Investigations

Responsible for monitoring and investigating transactional and payment activity on accounts where the customer may be involved.

Police Liaison

Responsible for dealing with incoming police and law enforcement enquiries as well as making outgoing reports to the police.

Disputes

Responsible for dealing with transactions disputed by the customer. They will initiate an investigation to resolve the dispute as quickly as possible.

IT & Projects

IT Architecture and Networks

This team performs a crucial role in setting up, maintaining and supporting the bank’s core production systems and services, operating within a Service Level framework, working on a shift based system to cover core business operating hours.
The team works in a Microsoft environment with a Cisco LAN/WAN infrastructure, ensuring services are operating correctly on the corporate network.

Data Warehouse Team

The Data Warehouse Team is responsible for ensuring that our SQL Server environment is stable, and that data is available for the business to make informed decisions.

The team also provides consultancy to the business regarding data and how it can be used, and develops solutions based on that consultancy to automate processes that drive business efficiencies.

Development Team

The Development Team is responsible for developing bespoke applications. These applications include systems that range from Vanquis’ internally developed CRM system to web services for the online application website.

The team also provides consultancy to the business on .NET coding and applications.

Change Management

Change Management provides the business with a clear, auditable, managed avenue for IT Production system changes, with the aim of protecting production systems, maintaining system resilience and uptime. The Change Process is a mature embedded practice within the bank and uses ITIL version 3 best practices as its framework.

Change Management is also responsible for assisting in scheduling and agreeing work in line with business priorities, as well as integration of Change Services with other IT functions.

Project Management

The bank has a wide array of projects that vary in size and objective. The project team offers a managed delivery service using a variety of tools and techniques such as the formal (PRINCE2) or the less formal rapid development (RAD) in order to help manage and deliver the banks initiatives.

The team communicates and interacts with a variety of people both internally and externally and undertakes life cycle project management from project start-up through to closure.

Telecommunications

This team plays a crucial role in the deployment, maintenance and support of the bank’s core call centre services and applications such as main switch, dialler, IVR, SMS and mobile-based services.

This team is directly responsible for managing third party IT suppliers such as Avaya, Azzuri, Eurovoice, Totem, Call Media and BT, and works closely with Marketing and operational areas to develop and roll out telephony based services to the bank and its partners.

A successful candidate would need to have experience in traditional call centre technologies as well as VOIP based services.

IT Service Desk

The Service Desk forms part of the overall IT team and service operations, performing a vital support function for the bank’s call centre and Head Office staff. The team provides a range of support from Microsoft desktop to more complex server in-house or third party applications.

The team is customer service driven, working in a fast moving challenging environment operating within a SLA framework on a shift based system.

IT Security

The IT Security department manages aspects of user and production security across the whole bank environment, to the standards set by our ISM policy. Additionally, the IT Security department offers security services to staff as well as consultancy on security aspects to project and change delivery elements.

Facilities Management Services

This team is responsible for managing the bank’s call centre, Head Office facilities and building management. The team manages a variety of areas, from day to day services to third party supplier management, space planning and agent and landlord negotiations

Client Services (Vendor Management)

This team provides key third party supplier and system management services to the bank. The team is responsible for implementing and maintaining key strategy and platform systems, developing projects briefs and managing changes on the banks products, portfolio, customer materials / stock and campaigns.

We actively participate in the building and enhancements to products on the card platform system, provided by FDI, and the application processing system, provided by Scorex Experian. We are also responsible for the continual development of processes across the business, including re-engineering.

Human Resources

At Vanquis we believe that the key to our success is through our people.

We achieve this by:

• Developing a culture that helps people, both our customers and our colleagues
• Building, developing and maintaining an able and motivated workforce
• Ensuring performance is managed and maximised across the Bank
  Developing and training our people to ensure that they are able to realise their potential
• Ensuring the HR team is cost effective, adds value and enables the business to meet its objectives within a legal and regulatory framework

The Human Resources Department consists of:

• Human Resource Strategy
• Recruitment
• Employee Relations
• Training and Development

Business Analytics

Business Analytics guides, supports and reviews aspects of operational performance, steering the operation through its decision-making processes. The four key areas are:

Quality

The quality team make sure the job is done correctly, from quality monitoring Contact Centre agents to checking refund amounts.

Resource Planning

Responsible for forecasting the volume for inbound calls into the call centre and building rosters so people may balance their work/life patterns along with the customers needs.

Dialler Operations

Dialler Operations works in conjunction with the core call centre areas to deliver a contact strategy that will harness the dialler’s potential, and maintain/increase our outbound contacts

Management Information Systems (MIS)

MIS provides the data so that we know how we are performing, and develops new ways for the business to improve using data to drive us forward.

If you are interested in a career working with Vanquis please view our current opportunities to view the latest vacancies.

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