Complaints Manager

Our client is a marketplace connecting customers, lenders, and dealers.

You will have a background in dispute resolution, preferably in a regulated setting, and be well-versed with FCA DISP regulations and complaint-handling best practices. This is a challenging position that calls for strong interpersonal skills and the capacity to forge bonds with key stakeholders, dealers, and other third-party partners.

As Complaints Manager, you will be a point of escalation for complex & high-value complaints where the business has exposure to monetary loss to come to a prompt resolution & mitigate any monetary loss to the company. You must have a strong understanding of the Supply of Goods Act 1982, Consumer Rights Act 2015, Treating Customers Fairly (TCF), Data Protection Act 1998 and the Financial Conduct Authority (FCA) guidelines.

Your Responsibilities

• Provide support in distributing new complaints cases daily.
• Managing a team of Complaints Executives supporting them with their development.
• Attend lender conference calls building relationships with key partners.
• Send updates to the team on their productivity stats & case KPIs.
• Own the processes that sit within the Complaints team and ensure that there is clear communication across all key stakeholders.
• Inform customers of the outcome of their complaints over the phone and in writing, explaining your decision and their options.
• If appropriate, decide on the level of compensation to be awarded to customers - you will be responsible for choosing the right option.
• To be a champion of excellent customer service, be that directed at customer, lender, or dealer.
• To fully embrace "Treating Customers Fairly" and conduct business that conforms to this.
• Summarise all evidence of investigations about customer complaints to be supplied to both customers & lenders.
• To proactively seek to improve your own skills to the benefit of the company’s service through the identification of training needs with your line manager.
• Consult with internal departments, dealers, lenders, mechanical engineers etc. to obtain information to investigate a complaint thoroughly.
• Build relationships with Dealerships, lenders & third parties (Recovery agents, solicitors, etc) to ensure swift & cost-effective resolutions to disputes.

Skills and Experience Required

• Evidence of working in a complaint’s role, managing complex complaints & processes
• Experience in a cost-mitigation role showing the ability to negotiate effectively & ensure fair outcomes for both customers & the business.
• An understanding of the legislation that governs the business and being able to see how that impacts on the business.
• Contact centre leadership experience.

For more information contact Vicky