Copart UK Ltd are looking for a dedicated Senior Complaints Account Executive to join our Membership Complaints Team based at our head office in Bedford, MK44 3JZ. In this role, you will be responsible for allocating work among the complaints team and deputising for the Member Complaints Manager when required. You will also be instrumental in investigating and resolving member complaints, ensuring we provide the best possible service for our members. Key Responsibilities: Manage end-to-end complaint handling, ensuring timely responses, accurate data entry, and adherence to SLAs. Oversee allocation of workload across the team. Conduct full investigations, make decisions on outcomes, determine compensation, or buy-back, and negotiate with members. Process payments and escalate complex cases as needed. Monitor quality standards, update internal systems, and ensure clear complaint handling processes. Identify and implement process improvements to enhance customer satisfaction. Support reporting procedures and assist the Member Complaints Manager as required. Perform other duties as assigned by the line manager. What we need from you: Strong communication, negotiation, and analytical skills Excellent attention to detail Ability to manage workloads and meet deadlines Empathy and active listening skills Decisiveness with sound judgment on flexibility and firmness Problem-solving and evaluation skills Professional telephone manner Proficient with Microsoft Office (Excel and Word) Able to work independently and collaboratively Adaptable, calm under pressure Essential: Experience in complaint handling or customer service Experience in a customer service environment Ability to maintain professionalism while handling complaints Desirable: Previous experience in the motor trade or insurance industry Self-driven with desire for continuous learning Experience in payments/finance processes Reporting experience Familiarity with continuous improvement in customer service What we offer you in return: Time For You: Relax with 23 days of holiday plus bank holidays, and an extra day for a personal special occasion. Give Back: Receive a paid day to volunteer for a charity of your choice. Health & Wellness: Healthcare Cash Plan, allowing you to claim cash back on a range of healthcare products and services including dental, optical, chiropody, and specialist consultations, tests, and scans and Virtual GP access. Appreciating You & Others: Celebrate special moments with access to our Recognition Hub and E-card collection. Your Future: Join our contributory workplace pension scheme for financial security. Investment: Purchase shares in our global company at a discounted rate. Fitness & Health: Save money while commuting with our Cycle to Work Scheme and access fitness videos and gym discounts. Life Assurance: Enjoy peace of mind with our life insurance coverage. Exclusive Discounts: Access our deals hub for savings on everyday purchases and family activities. Goal Support: Use tools like Mortgage Advice, Life Coaching, and our Money Hub to achieve your goals. Copart are an equal opportunity employer, proudly hiring a diverse workforce. Discrimination is expressly forbidden and we therefore kindly welcome all applications.