Overview
Join to apply for the Complaints Handler role at Zuto.
Location and salary
* Salary: £28,500 basic
* Location: Manchester
* No weekend work, 9am–6pm, Monday to Friday
Benefits
* Clear progression throughout the business
* Award-winning Induction training and development from our ISM accredited training programme
* Thorough FCA/Compliance training to ensure you are fully knowledgeable on our in-house systems and provide the best advice through the customer journey
* 28 days holidays including bank holidays, plus an extra day off for your birthday
* Award dinners, regular social events, and team nights out to celebrate success
* An additional day available to take to support local charities
* Cycle to work scheme, discounted retail outlets and hospitality venues
* Income protection and financial advice
The Role
* Investigate and respond to escalated non-regulated vehicle quality complaints in line with FCA regulations, being always empathetic
* Record and input complaints into our CMS
* Feedback to other areas of the business on the causes of complaints, making recommendations to mitigate any future risks
* Inform customers of the outcome of their complaints over the phone and in writing, explaining your decision and their options
* If appropriate, decide on the level of compensation to be awarded – you’ll be responsible for choosing the right option
* Create accurate records ensuring all elements of the complaints are logged
* To be a champion of excellent customer service, be that directed at customer, lender, or dealer
* To fully embrace “Treating Customers Fairly” and conduct business in a manner which conforms to this
* Summarise all evidence of investigation in relation to customer complaints to be supplied to both customers & lender
* Work closely with training and call quality teams
* Develop reporting procedures and provide root cause analysis information
* Liaise with internal departments, dealers, lenders, mechanical engineers etc. to obtain information to investigate a complaint thoroughly
* Negotiation with dealers in relation to costs, repairs, and contractual obligations
* Calculating appropriate reduced return of advance (ROA) payments and negotiating with suppliers to reach an agreed value
* Requirements to keep abreast of changes in legislation, industry changes, manufacturer recalls, changes in MOT regulations and any other policies that affect the complaints procedures
* You must adhere to the FCA Conduct rules
What we’re looking for
* Evidence of working in a complaints role, managing complex complaints
* Minimum 2 years’ experience in a complaints role
* An understanding of the legislation that governs the business and being able to see how that impacts on the business
* Excellent written and verbal communication skills
* Problem-solving skills, a keen eye for detail and the ability to review evidence objectively
* Strong organisational skills, with the ability to plan and prioritise your own workload
* An understanding of FCA regulations and a working knowledge of the Financial Ombudsman Service
* Negotiation and influencing skills
* Able to work under pressure and to meet deadlines
* Confident, and if necessary, authoritative on the phone
Zuto is committed to nurturing a progressive and inclusive culture and provides equal employment opportunities. No applicant or Zutonite is discriminated against based on age, disability, gender reassignment, marriage and civil partnership, pregnancy, race, religion or belief, sex, or sexual orientation.
Seniority level
* Entry level
Employment type
* Contract
Job function
* Other
Industries
* Software Development
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