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
1. Provide support in distributing new complaints cases daily.
2. Managing a team of Complaints Executives supporting them with their development.
3. Attend lender conference calls building relationships with key partners.
4. Send updates to the team on their productivity stats & case KPIs.
5. Own the processes that sit within the Complaints team and ensure that there is clear communication across all key stakeholders.
6. Inform customers of the outcome of their complaints over the phone and in writing, explaining your decision and their optio...