My client is a specialist provider of vehicle finance, rental, and insurance products. They are looking for a Complaints/ Customer care handler to join their team.
Your Role – Complaints Handler
To contribute to the delivery of a First Class by responding to and processing all customer/dealer inquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions. Through day-to-day actions ensure compliance of all regulatory requirements and industry standards. To enhance the companies brand through continued commitment to the organisation’s vision and values.
Your Responsibilities – Complaints Handler
1. Respond to and resolve all complaints received in an appropriate manner, either written or verbal, on contracts.
2. Update the Contract Management System and Complaints Database accordingly and in a timely manner
3. Liaise with Manufacturer Customer Care teams as appropriate
4. Ensure Team Leader is aware of potential issues associated with work queues and workload backlog
5. Provide a regular complaint summary that advises the SMT of the current status of complaints, detailing costs/losses to the business
6. Meet individual performance targets
7. Adhere to formal regulatory processes and policies
8. Such other duties as management may from time to time reasonably require.
9. Own all customer issues through to resolution
10. Work effectively with colleagues in support functions around the business to maximise customer satisfaction
11. Monitor own performance to ensure adherence to targets, deadlines, and procedures
12. Continually develop own knowledge and skills to ensure achievement of personal, team, and departmental objectives
Your skills – Complaints Handler
13. Previous complaints experience within a regulatory environment
14. Treat customers/dealers with respect
15. Builds long-term relationships with customers/dealers
16. Confident in decision-making/prioritisation
17. Takes ownership of work queues
18. Ability to operate, upon training, e.g. Contract Management System and workflow management
19. Good communication skills – verbal and written
20. Good negotiation/objection-handling skills