Complaints Executive - Manchester city centre

Complaints Executive - Manchester city centre
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Written by
Louise Clavey
Published: 23 February 2024
Created: 23 February 2024
My client was founded in 2006 with a mission to remove the complexity and hassle in finding and financing a car. We connect customers, lenders, and car dealerships across the UK. They are looking for Complaint executives to join their growing team.The Role:Investigate and respond to escalated non-regulated vehicle quality complaints in line with FCA regulations, being always empatheticRecord and input complaints into our CMSFeedback to other areas of the business on the causes of complaints, making recommendations to mitigate any future risksInform 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 optionCreate 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 dealerTo fully embrace “Treating Customers Fairly” and conduct business in a manner which conforms to thisTo proactively seek to improve your own skills to the benefit of the company’s service through identification of training needs with your ManagerLiaise with internal departments, dealers, lenders, mechanical engineers etc. to obtain information to investigate a complaint thoroughlyNegotiation with dealers in relations to costs, repairs, and contractual obligationsYou must adhere to the FCA Conduct rulesKey Skills:You must adhere to the FCA Conduct rulesEvidence of working in a complaint’s role, managing complex complaintsMinimum 2 years’ experience in a customer facing complaints roleAn understanding of the legislation that governs the business and being able to see how that impacts on the businessAn understanding of FCA regulations and a working knowledge of the Financial Ombudsman ServiceNegotiation and influencing skillsAble to work under pressure and to meet deadlinesPackage:Clear progression throughout the businessAward winning Induction training and development from their ISM accredited training programmeYou 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.28 days holidays including bank holidays, plus an extra day off for your birthdayAward dinners, regular social events, and team nights out to celebrate successAn additional day available to take to support local charitiesCycle to work scheme, discounted retail outlets and hospitality venuesIncome protection and financial advice9am-6pm Monday to Friday (hybrid working after training).
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