My client was founded in 2006 with a mission to remove the complexity and hassle in finding and financing a car. They connect customers, lenders, and car dealerships across the UK. They are looking for Complaint executives to join their growing team.
Role and Responsibilities :
1. Investigate and respond to escalated non-regulated vehicle quality complaints in line with FCA regulations, being always empathetic
2. Record and input complaints into our CMS
3. Feedback to other areas of the business on the causes of complaints, making recommendations to mitigate any future risks
4. Inform customers of the outcome of their complaints over the phone and in writing, explaining your decision and their options.
5. If appropriate, decide on the level of compensation to be awarded – you’ll be responsible for choosing the right option
6. Create accurate records ensuring all elements of the complaints are logged.
7. To be a champion of excellent customer service, be that directed at customer, lender, or dealer
8. To fully embrace “Treating Customers Fairly” and conduct business in a manner which conforms to this
9. To proactively seek to improve your own skills to the benefit of the company’s service through identification of training needs with your Manager
10. Negotiation with dealers in relations to costs, repairs, and contractual obligations
11. You must adhere to the FCA Conduct rules
12. Liaise with internal departments, dealers, lenders, mechanical engineers etc. to obtain information to investigate a complaint thoroughly
Skills :
13. Evidence of working in a complaint’s role, managing complex complaints
14. Minimum 2 years’ experience in a customer facing complaints role
15. An understanding of FCA regulations and a working knowledge of the Financial Ombudsman Service
16. Negotiation and influencing skills
17. Able to work under pressure and to meet deadlines
18. An understanding of the legislation that governs the business and being able to see how that impacts on the business
What the company can offer you :
19. Clear progression throughout the business
20. Award winning Induction training and development from their ISM accredited training programme
21. You will be given thorough FCA/Compliance training to ensure you are fully knowledgeable on our in-house systems and provide the best advice through their customer journey.
22. 28 days holidays including bank holidays, plus an extra day off for your birthday
23. Award dinners, regular social events, and team nights out to celebrate success
24. An additional day available to take to support local charities
25. Cycle to work scheme, discounted retail outlets and hospitality venues
26. Income protection and financial advice
Please contact Vicky for more details.