Role: Customer Relations Specialist
Start: ASAP subject to completion of compliance checks
Duration: 12 months initially
Rate: Competitive hourly rate
Location: Tongwell, MK/WFH - 2 days per week in the office, 3 days from home
Hours: 37.5 hours per week - 08:30 - 17:00 with a 1-hour lunch break
Your New Role:
Overview:Working within the Complaints Team known as Customer Resolutions.
Customer Resolutions comprises around 30 people made up of two Team Leaders who manage apprentices, administrators and complaint case handlers. The department handles complaints from customers covering a variety of topics. The main purpose of this role is to manage the investigation, resolution and outcome of expressions of dissatisfaction (complaints) from customers. This opportunity requires you to handle an extensive variety of complaint cases related to scenarios, company systems and processes whilst being fully compliant with relevant legislation including, but not limited to, Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS), Treating Customers Fairly (TCF) and relevant Vulnerable Customer guidance.
Responsibilities:
You are required to maintain ethical standards in accordance with Daimler AG Policies and the Company's Compliance Guidelines and Policies including Anti-Bribery and all relevant competition law.
Undertaking fair, consistent, prompt and thorough investigations of written and verbal complaints cases in accordance with company guidance and case handling rules.
Use of judgement to ensure fair and appropriate customer outcomes within relevant limits of authority.
Production of high quality written final responses and providing comprehensive, professional summaries and updates on progress to the relevant stakeholders (when required)
Required to evaluate customer circumstances, inconvenience and distress in order to achieve an appropriate resolution from a wide range of potential options including but not limited to goodwill payments, write-offs and non-monetary compensation.
Manage the diagnostic and triage processes across multiple channels in order to effectively categorise, route and prioritise cases.
Manage cases by accurately reporting and logging all actions through company systems in order to support root cause analysis and reporting requirements.
Accountable for sending all regulated correspondence to the customer within FCA timelines (e.g. acknowledgement letter, holding letter and final response letter).
What You'll Need to Succeed:
- Demonstrate understanding of all relevant aspects of legislation/requirements including but not limited to TCF, FCA, FOS and relevant vulnerable customer guidance.
- Excellent oral and written communications
- The ability to demonstrate systematic thought processes and plan and manage own workload/delivery.
- Strong customer focus.
- Experience of working in a complaints handling environment, either within financial services or another industry type.
- Good attention to detail.
- High level of emotional intelligence and resilience.
- The ability to cope under pressure and meet strict deadlines.
What You'll Receive in Return:
Opportunity: Work with a leading automotive brand.
Modern Facilities: The recently refurbished headquarters in Tongwell, Milton Keynes, offer amenities such as an onsite café, hot desks, and free parking.
Technology: Contingent workers receive their own laptop.
Silent Room: A dedicated space in the Tongwell office for prayer or reflection.
Long-Term Career Progression: Potential for permanent roles.
Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk