Vanquis Bank

worked at Vanquis for a total of 2 years. I started as a Customer Service Agent and did a year stint there. One of the worst jobs I have ever had. Management is awful. A lot of focus and care on customers but unfortunately none on employees. You get timed on how long you spend in the toilet a day and penalised if it’s too long for a start. Free tea, coffee and fruit, if you even have the spare two minutes to grab it. There’s so much pressure on management that your team leader becomes an irritable stress ball mess. There’s probably 1 team leader who actually knows what they’re doing. The rest got made redundant. Very high turnover of staff. By the time I moved to my complaints handling role a year later, only two people I knew remained in customer service. As a Customer Care Representative the job was okay. Let me tell you the pay... awful. Most companies offer around £22k plus for the same role with quarterly bonuses. Vanquis offer the same £18,500 with an annual bonus that reduces each year amazingly. I actually earned more in customer service there than I did in complaints. I would say there were maybe two good managers in the complaints department, the rest all wanted each other’s jobs and hated each other and the employees that weren’t on their team. Vanquis culture is pretty much drugs and slating people (won’t let me put the b word). Not much else going for it. Vanquis loves to post about progression on LinkedIn and how amazing it is to be there. In fact in my interview they paraded it. The reason I moved departments was because I was told it would take between 6-10 years to ever be given the opportunity of team leader and that’s only if another team leader already there left. There is no progression at Vanquis. There are side steps if your role gets boring or too much but that’s all it is. The same level of role in a different department. If you want progression honestly go somewhere else. Also Vanquis ‘ sickness policy is basically an employee blame game. They try and sack as many employees as possible that have been off sick and will even pressure and force you into writing and signing against the reason they want to show on your record. Vanquis is an okay job for a while but long term, I think they probably constitute for 60% of all people in Kent signed off for mental health.

Vanquis was excellent for career progression and the pay was fair. Their was scope for plenty of overtime which was paid at a higher rate. We had team building days which were always fun and the company provided free tea & coffee with daily fresh fruit.

I felt valued as an employee even though the department was busy and often under staffed. We had ongoing training days, and good support on a daily basis.  

I learned to respect individual personal circumstances and to this day draw upon our department motto which was...bad things happen to good people.  

The hardest part of the job was not being able to agree a resolution with a customer.  However, on the flip side it was rewarding when a resolution was agreed.

Helping customers who had fallen behind with their credit card to get back on track, through, SMS, email and over the phone if required. Targeted for how many conversations you got through, how long you were in a conversation, how long the customer stayed of debt,  as well as other targets. Your target was determined by your performance level.  In order for you to meet or exceed your performance at the end of the year you would need to meet your target in all areas. Very target orientated often at detriment to staff morale. Enjoyed helping customers get back on track particularly vulnerable customers and customers who may not have wanted to discuss their account to begin with.

I worked in the customer services department in Chatham. The training given was excellent, the training team are very supportive as you begin your journey with Vanquis. I left after just under 6 months as another, better paid, opportunity came my way, but I enjoyed my time there. The team are so friendly and there were always fun things going on to help all the team enjoy the day, and treats like pizza and sweets, even an advent calendar at Christmas. It is mainly taking alot of inbound calls, the bonuses were easy to achieve if you put your mind to it. I would return if I could, the people there made the job enjoyable.

The pay is 'ok' but the staff, primarily the management  (team leaders) are all very young and this comes across in there attitude towards there work. They deal with situations in a "school girl" way. They can come across intimidating and malicious at times which can make you feel as though you are almost being bullied especially if they dont like you or you dont "fit in". There is no one you can really turn to if you feel you need to speak to someone. I was advised by a TL to leave Vanquis otherwise they would have terminated my contract due to illness (I had a ruptured cyst inside my ovary which resulted in emergency surgery).

Management and team leaders are childish and only care about sitting on there own pod of desks gossiping about agents and sitting on there phones, whilst agents work 13/14 days straight with no day off - your also blackmailed to work 1 Sunday a month otherwise threats come out about it being scheduled into your rota. The place is a joke, hours are rubbish, training is rubbish, parking is rubbish. No social life and you feel like you live at the place , being spoken to poorly by customers and also management - stay away. All the job has caused is stress and depression

Vanquis bank is a great company to work for - for the tough job that you have the rewards you get given are fantastic 

Dependant on what your role is, it could be telephone based only which can be draining on your day 

They have room to be able to better yourself and you do work with a bunch of lovely people 

Sickness however they are very hot on, you cannot have more than about 3 days off a year without them getting you into trouble and sending you off to HR

Vanquis bank are a good company to work for, they have a lot of different roles you could take part in. What I liked about Vanquis was that they help people without a credit history, build it up so they can move on to other creditors. Good

Staff were so friendly and helpful. Many perks. But the jackets be just wasn’t did me so I decided to leave, they did however try and persuade me to stay and offer to move me to a different department but I said no!

Good place to work 
Opportunities to develop...........  ........skills and career
Encouraging management 
Skills development courses.........mm...m..

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