Complaints Handler

Complaints Handler

Hybrid working

My client was founded in 2006 with a mission to remove the complexity and hassle in finding and financing a car. They connect customers, lenders, and car dealerships across the UK. They are looking for Complaint executives to join their growing team.

Role and Responsibilitiesfor - Complaints Handler

• Investigate and respond to escalated non-regulated vehicle quality complaints in line with FCA regulations, being always empathetic
• Record and input complaints into our CMS
• Feedback to other areas of the business on the causes of complaints, making recommendations to mitigate any future risks
• 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 - you’ll be responsible for choosing the right option
• Create accurate records ensuring all elements of the complaints are logged.
• 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 in a manner which conforms to this
• To proactively seek to improve your own skills to the benefit of the company’s service through identification of training needs with your Manager
• Negotiation with dealers in relations to costs, repairs, and contractual obligations
• You must adhere to the FCA Conduct rules
• Liaise with internal departments, dealers, lenders, mechanical engineers etc. to obtain information to investigate a complaint thoroughly

Skills

• Evidence of working in a complaint’s role, managing complex complaints
• Minimum 2 years’ experience in a customer facing complaints role
• An understanding of FCA regulations and a working knowledge of the Financial Ombudsman Service
• Negotiation and influencing skills
• Able to work under pressure and to meet deadlines
• An understanding of the legislation that governs the business and being able to see how that impacts on the business

What the company can offer you as a Complaints Handler -

• Clear progression throughout the business
• Award winning Induction training and development from their ISM accredited training programme
• You will be given thorough FCA/Compliance training to ensure you are fully knowledgeable on our in-house systems and provide the best advice through their customer journey.
• 28 days holidays including bank holidays, plus an extra day off for your birthday
• Award dinners, regular social events, and team nights out to celebrate success
• An additional day available to take to support local charities
• Cycle to work scheme, discounted retail outlets and hospitality venues
• Income protection and financial advice

Please contact Vicky for more details.