Complaints Handler
Hybrid working
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 Responsibilitiesfor - Complaints Handler
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 c...