As a Customer Care Resolutions Specialist, you’ll play a key role in delivering a fair, empathetic, and efficient complaints experience for our customers. You'll be responsible for managing a wide range of complaints and disputes relating to the Leasys portfolio, ensuring each case is assessed promptly and resolved appropriately. Your attention to detail, strong communication skills, and understanding of regulatory requirements will help uphold our commitment to delivering exceptional service.
Manage complaints from the Financial Ombudsman Service (FOS), BVRLA, and customers, ensuring timely and appropriate outcomes aligned with our Customer Care policies.
Assess each case thoroughly to identify potential risks or regulatory concerns, escalating issues where necessary.
Maintain a strong understanding of relevant legislation, including Consumer Duty, to ensure decisions reflect current regulatory expectations.
Collaborate with third parties (dealers, brokers, suppliers) and internal teams to fully investigate and resolve complaints.
Build positive relationships with manufacturer Customer Care and Fleet Support teams.
Apply regulatory knowledge to evaluate the sales process, including the sale of general insurance products.
Refer to internal procedures and service level agreements to help identify service gaps and drive resolutions.
Make well-reasoned decisions on complaint outcomes, including appropriate redress or remedial actions.
Manages customer data requests, including Data Subject Access Requests (DSARs), ensuring timely and accurate release of personal data in line with GDPR obligations and company procedures
Accurately record complaint details and progress using Salesforce.
Identify and report trends to support root cause analysis and continuous improvement.
Support new team members through training and provide guidance on complaint handling tasks.
Be flexible in supporting different areas of Customer Care during peak periods.
Prepare and deliver regular updates on complaint status and related business impacts.
Meet individual performance targets and contribute to team success.
Participate in business projects aimed at enhancing the customer journey.
Previous experience in a customer service role is essential.
Background in handling complaints within financial services is preferred.
Solid understanding of complaints regulation and related industry standards.
Excel and Word to Intermediate level.
Salesforce experience
We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability or gender identity. Stellantis are also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, that recognises organisations that pledge, demonstrate or advocate support to the armed forces community. Service Personnel and their families are therefore encouraged to apply.