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.
Required skills
- Car
- Complaint
- Complaints
- Customer Service
- Dispute Resolution
- Motor
Reference: 52513425
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