Complaints Handler

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 :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 ManagerNegotiation with dealers in relations to costs, repairs, and contractual obligationsYou must adhere to the FCA Conduct rulesLiaise with internal departments, dealers, lenders, mechanical engineers etc. to obtain information to investigate a complaint thoroughlySkills :Evidence of working in a complaint’s role, managing complex complaintsMinimum 2 years’ experience in a customer facing complaints roleAn understanding of FCA regulations and a working knowledge of the Financial Ombudsman ServiceNegotiation and influencing skillsAble to work under pressure and to meet deadlinesAn understanding of the legislation that governs the business and being able to see how that impacts on the businessWhat the company can offer you :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 venues
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Salary: Basic £35k OTE £93k with great benefitsOur client is well established Brokerage who has an exciting opportunity for a motivated and …Our client is a marketplace connecting customers, lenders, and dealers. Transforming the car finance experience with simplicity and integrity. They are now looking for a …Salary: £45k Plus car and great benefits.Location: Covering Midlands and South UKOur client is a specialist provider of vehicle finance, rental, and …THC Recruitment Ltd, 10-12 Mulberry Green, Old Harlow, Essex, CM17 0ET
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