27-30k plus car and benefits
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
- Respond to and resolve all complaints received in an appropriate manner, either written or verbal, on contracts.
- Update the Contract Management System and Complaints Database accordingly and in a timely manner
- Liaise with Manufacturer Customer Care teams as appropriate
- Ensure Team Leader is aware of potential issues associated with work queues and workload backlog
- Provide a regular complaint summary that advises the SMT of the current status of complaints, detailing costs/losses to the business
- Meet individual performance targets
- Adhere to formal regulatory processes and policies
- Such other duties as management may from time to time reasonably require.
- Own all customer issues through to resolution
- Work effectively with colleagues in support functions around the business to maximise customer satisfaction
- Monitor own performance to ensure adherence to targets, deadlines, and procedures
- Continually develop own knowledge and skills to ensure achievement of personal, team, and departmental objectives
**Your skills - Complaints Handler
- Previous complaints experience within a regulatory environment
- Treat customers/dealers with respect
- Builds long-term relationships with customers/dealers
- Confident in decision-making/prioritisation
- Takes ownership of work queues
- Ability to operate, upon training, e.g. Contract Management System and workflow management
- Good communication skills - verbal and written
- Good negotiation/objection-handling skills
Contact Vicky for more information