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.

What We Offer:

• Holidays: 25 days holiday up to 30 days (depending on service)
• Pension: We will contribute up to 10%
• Maternity/Paternity: Enhanced maternity and 4 weeks paternity leave
• Workations: Opportunity to work abroad 20 days a year
• Volunteering: 2 paid days to 'give back' to the charity of your choice
• Development: LinkedIn Learning for all
• Medical: Opportunity to opt in for Private Medical Insurance
• Bonus: Discretionary annual bonus

The Role:

As a Customer Support Operations Team Lead (known internally as an Ambassador Lead), you will report to the Senior Customer Operations Manager. You'll provide clear direction and drive exceptional service delivery across our credit products, ensuring every customer and introducer receives outstanding support.

As a Customer Support Operations Team Lead, you will:

• Lead customer operations teams across key product lines
• Champion great customer outcomes
• Inspire a culture of performance, coaching, and engagement
• Own escalated customer cases and ensure fair resolutions
• Continuously improve processes to enhance service
• Drive key business metrics across conduct, customer experience, and commercial performance
• Ensure your team thrives in a fast-moving, regulated environment

What We're Looking For:

• 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
• Passion for empowering teams and driving employee engagement
• Experience handling complex escalations with empathy
• Confidence using data to inform decisions
• Comfortable influencing across the business

Offers are subject to satisfactory background checks, including credit, fraud, and employment references.

Who We Are:

At Vanquis, we deliver caring banking so our customers can make the most of life's opportunities. We're a FTSE All Share company and leading specialist bank.

Vanquis Bank is an Equal Opportunity Employer

We embrace everyone's unique strengths and identities to be themselves at work.

If there's anything we can do in the recruitment process to help you achieve your best, get in touch at

The Company

At Vanquis, we've been empowering lives since 1880. We're committed to our colleagues and customers, offering competitive salaries, comprehensive benefits, and recognition schemes.

The Benefits

• Competitive base salary and rewards
• Private Medical Insurance
• 25 days holiday entitlement (max 30 days)
• Defined contribution pension scheme
• Discretionary bonus scheme
• 2 paid days to support a charity of your choice
• Flexible, hybrid, & dynamic working policies