Location: GlasgowWork Schedule: 35 hours a week (5 days with flexible shifts throughout the week)Salary – £25,000Our client is a leading provider of specialist finance solutions in the UK motor finance market. They work with prominent franchised and independent dealers, as well as leading specialist intermediaries. They challenge the traditional approach in the sector by offering uniquely flexible and agile solutions to meet the rapidly changing needs of used car buyers and retailers.Reporting to theplaints Resolution Team Leader, this role is pivotal in addressing and resolving customerplaints throughout the lifecycle of motor finance agreements.As a Handler, you will ensureplaints are managed and resolved in accordance withpany procedures, while embodying thepany's values.A passion for delivering high-quality customer service and a desire to enhance customer experience are essential for this role. You will apply logical thinking and problem-solving skills to address customer issues, providing continuous updates throughout theplaint process.Key Responsibilities:
1. Log, manage, and resolveplaints in line with the finance services regulator's requirements and guidelines.
2. Adhere to thepany's internal procedures and processes, maintaining consistently high standards.
3. Own and manage a caseload ofplaints until resolution is achieved.
4. Provide a professional and efficient service to both internal and external customers, demonstratingpany values to maintain and strengthen relationships within the organisation.
5. Remain flexible andmitted in a fast-paced environment, demonstrating the ability to handle multiple tasks proactively.
6. Liaise directly with the Financial Ombudsman Service (FOS) regarding anyplaints escalated to them.
7. Collaborate with internal colleagues to support the investigation and resolution ofplaints.
8. Maintain up-to-date knowledge of the motor finance industry, including regulatory requirements forplaint handling.
9. Strive to provide an excellent customer experience during every interaction, focusing on delivering the best possible oue for eachplaint handled.
What We’re Looking For:
10. Previous experience inplaint handling and resolution within a financial services organisation.
11. Experience in managing customer enquiries both in writing and verbally.
12. Strongmunication, negotiation, and interpersonal skills.
13. Familiarity with regulatory andpliance requirements, including the Consumer Credit Act (CCA), Consumer Credit Directive (CCD), Data Protection Act (DPA), and Treating Customers Fairly (TCF).
14. Awareness of the FCA Handbook, particularly SYSC, CONC, and DISP.
15. An open and transparentmunication style.
16. Attention to detail with strong numerical and analytical skills.
Benefits
17. Private Medical Cover
18. Group Ie protection
19. Life Assurance of 4x your annual salary
20. Routes of progression
#4680477 - Kieran McGinness