Dispute Resolution Officer
Location: Hybrid / Blackburn (one day a week in office)
Salary: Up to £40,000 per annum, depending on experience
Hours: Permanent, full-time, 40 hours per week Monday to Friday
Benefits: 25 days annual leave plus bank holidays, life assurance, pension scheme, wellbeing support, employee discount for servicing and popular retailers, as well as a purchase discount scheme
Who we are
Marshall Motor Group is one of the UK’s largest car dealer groups representing 23 of the world’s most popular and celebrated car, van, truck and motorbike manufacturers with 142 dealerships situated across 34 UK counties.
We are as passionate about our people as we are our customers. As part of the Constellation Automotive Group which includes webuyanycar, cinch and BCA, there are huge opportunities for you to find your place and build the career you want.
The Role
The Dispute Resolution Officer plays a critical role in ensuring customer satisfaction and regulatory adherence by managing complaints effectively, promoting a culture of compliance, and supporting continuous improvement across the business.
Reporting into the Compliance Manager, the Dispute Resolution Officer will take ownership of the end-to-end complaint process for Marshall Motor Group and ensure the business remains compliant with all relevant regulations.
What will I do?
* Take ownership of complaints and make sure fair outcomes are achieved for our customers.
* Provide regular updates to customers
* Deliver excellent customer service and efficient complaint resolution
* Acknowledge, investigate and respond to complaints in accordance with the associated regulation and internal expectations
* Deliver the Compliant Management Framework
* Maintain complaint e-learning and face-to-face training content and monitoring completion rates
* Review and maintain complaint related documentation, including policies and procedures
* Identify areas of improvement within the department or wider business and communicate these effectively
* Assist the Compliance Manager to ensure business is compliant with regulations
* Promote a positive compliance culture
* Responsible for the organisation of complaint records, ensuring all recording keeping is maintained and accurate
* Compile data for RegData and other FCA reporting purposes
* Ensure the customer is at the forefront of all actions undertaken
* Liaise with customers, store colleagues, lenders, regulators and senior management
* Assist the business to maintain compliance and adherence to policies and procedures, highlighting risks and areas of improvement to Compliance Manager
* Remain up to date with relevant regulations, guidance and best practices
* Report trends and root causes to the business, at all levels from Executive to Director.
* Other ad-hoc duties as required
Who you are
* Proven experience working in a complaint’s role
* Experience of working in an FCA regulated financial services business is essential
* Knowledge of FCA regulatory requirements (particularly CONC and DISP) pertaining to the sale of consumer finance and/or general insurance
* Experience of working in a retail environment – preferably the motor trade
* Proven ability to interpret regulatory requirements and communicate them effectively
* IT literate with the ability to organise and analyse high volumes of data
* Good time management and organisational skills
* A working understanding of the regulatory framework
* Knowledge of data protection/GDPR
* Knowledge and experience of compiling reports to all areas of the business relating to complaints – particularly root cause analysis
* Experience in liaising with the Financial Ombudsman Service
* Experience in compiling data for complaint related FCA RegData returns
* Knowledge of the FCA’s investigation into Discretionary Commission Arrangements, and the Supreme Court case surrounding this.
* Positive, can-do attitude with pragmatic approach
* Excellent written and verbal communication skills
* Excellent attention to detail and accuracy
* Ability to produce high quality reports in EXCEL and other applications
* Ability to conduct root cause analysis, conduct trend analysis and offer solutions to identified problems
* Self-motivated, ability to handle and prioritise own workload
* Ability to promote a positive compliance culture
* Problem solving and analytical skills
* Knowledge of Consumer Duty is desirable
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.