Complaints Manager

Salary: £40k-50k plus bonus and benefitsOur client is a marketplace connecting customers, lenders, and dealers. Transforming the car finance experience with simplicity and integrity. They are now looking for a Complaints Manager to report to the Head of Quality & Complaints.You will have a background in dispute resolution, preferably in a regulated setting, and be well-versed with FCA DISP regulations and complaint-handling best practices. This is a challenging position that calls for strong interpersonal skills and the capacity to forge bonds with key stakeholders, dealers, and other third-party partners.As Complaints Manager, you will be a point of escalation for complex & high-value complaints where the business has exposure to monetary loss to come to a prompt resolution & mitigate any monetary loss to the company. You must have a strong understanding of the Supply of Goods Act 1982, Consumer Rights Act 2015, Treating Customers Fairly (TCF), Data Protection Act 1998 and the Financial Conduct Authority (FCA) guidelines.Your Responsibilities Managing a team of Complaints Executives supporting them with their development.Attend lender conference calls building relationships with key partners.Send updates to the team on their productivity stats & case KPIs.Own the processes that sit within the Complaints team and ensure that there is clear communication across all key stakeholders.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 to customers – you will be responsible for choosing the right option.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 that conforms to this.Summarise all evidence of investigations about customer complaints to be supplied to both customers & lenders.To proactively seek to improve your own skills to the benefit of the company’s service through the identification of training needs with your line manager.Consult with internal departments, dealers, lenders, mechanical engineers etc. to obtain information to investigate a complaint thoroughly.Build relationships with Dealerships, lenders & third parties (Recovery agents, solicitors, etc) to ensure swift & cost-effective resolutions to disputes.Skills and Experience Required Evidence of working in a complaint’s role, managing complex complaints & processesExperience in a cost-mitigation role showing the ability to negotiate effectively & ensure fair outcomes for both customers & the business.An understanding of the legislation that governs the business and being able to see how that impacts on the business.
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Salary: £40k-50k plus bonus and benefitsHybrid working after training completed.2 rolesYour role is to conduct comprehensive and robust quality checks on work completed within different departments across the company, assisting …Salary: £40k-50k plus bonus and benefitsYou will be based in the Midlands and be offered hybrid working and an excellent salary, bonus and career opportunities. You will be working for …Salary: £40k-50k plus bonus and benefitsThe main focus of your role is to ensure the team is driven to reach both individual and collective targets while retaining high …THC Recruitment Ltd, 10-12 Mulberry Green, Old Harlow, Essex, CM17 0ET
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