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- Tasks: Resolve customer complaints and ensure timely responses to enquiries.
- Company: Join a dynamic team committed to enhancing brand reputation and customer satisfaction.
- Benefits: Enjoy a supportive work environment with opportunities for skill development and career growth.
- Why this job: Be part of a mission-driven company that values innovation and customer care.
- Qualifications: A levels or equivalent; experience in complaint resolution is essential.
- Other info: Opportunity to work on exciting projects and improve your professional skills.
The predicted salary is between 30000 - 42000 £ per year.
You will be responsible for responding to and processing all customer/dealer enquiries 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 brand through continued commitment to the organisation's vision and values.
PRINCIPAL ACCOUNTABILITIES:
- Address, investigate and resolve all complaints promptly, meeting regulatory deadlines.
- Own all customer issues through to resolution.
- Liaise professionally with Retailers and Manufacturer teams as appropriate.
- Respond to the Financial Ombudsman Service timely and appropriately.
- Update the Contract Management System and Complaints database accordingly and in a timely manner.
- Ensure Team Leader is aware of potential issues associated with work queues, delays and complaint trends.
- Provide complaint summary that advises the SMT of current status of complaints, detailing costs/losses to the business.
- Adhere to formal regulatory processes and policies.
- Work effectively with colleagues in support functions around the business to gain resolution to complaint.
- Monitor own performance to ensure adherence to targets, deadlines and procedures.
- Responsible for meeting individual performance targets and management of cases.
- Participate in department/business projects to generate innovative ideas that add value.
- Continually develop own knowledge and skills to ensure the correct information and fair outcomes are provided to Customers.
- Such other duties as management may from time to time reasonably require.
KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:
- Resolving complaints through a final response letter (Essential)
- Proven track record of working with and handling complaints (Essential)
- Experience of Financial Ombudsman Service complaints (Preferred)
- Experience in the automotive or consumer finance industry (Preferred)
- Strong telephony expertise within a contact centre or similar environment (Preferred)
- Familiarity with relevant regulations and legislation (Preferred)
- Minimum of A levels or equivalent
IT SKILLS PROFILE:
- Excel and Word to Intermediate level
- Workflow management
Complaints Specialist employer: Connect Recruitment Consultants Ltd.
Contact Detail:
Connect Recruitment Consultants Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Specialist
✨Tip Number 1
Familiarise yourself with the common complaints in the automotive and consumer finance industries. Understanding the typical issues customers face will help you demonstrate your knowledge during interviews and show that you're proactive about resolving complaints.
✨Tip Number 2
Brush up on your communication skills, especially in handling difficult conversations. As a Complaints Specialist, you'll need to convey empathy and professionalism, so practice responding to hypothetical complaint scenarios with a calm and solution-oriented approach.
✨Tip Number 3
Network with professionals in the industry, particularly those who have experience with the Financial Ombudsman Service. They can provide insights into the complaint resolution process and may even offer tips on how to excel in this role.
✨Tip Number 4
Stay updated on relevant regulations and legislation related to customer complaints. This knowledge will not only prepare you for potential interview questions but also demonstrate your commitment to compliance and best practices in the field.
We think you need these skills to ace Complaints Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in handling complaints, particularly any relevant roles where you resolved issues through final response letters. Use specific examples to demonstrate your skills.
Craft a Strong Cover Letter: In your cover letter, emphasise your understanding of regulatory requirements and your commitment to customer service. Mention any experience with the Financial Ombudsman Service and how it relates to the role.
Showcase Relevant Skills: Highlight your IT skills, especially your proficiency in Excel and Word, as well as any experience with workflow management systems. This will show that you are equipped to handle the technical aspects of the job.
Demonstrate Industry Knowledge: If you have experience in the automotive or consumer finance industry, make sure to mention it. Discuss how this background has prepared you for the challenges of the Complaints Specialist role.
How to prepare for a job interview at Connect Recruitment Consultants Ltd.
✨Showcase Your Complaint Resolution Skills
Be prepared to discuss specific examples of how you've successfully resolved complaints in the past. Highlight your ability to handle difficult situations and provide a final response letter, as this is essential for the role.
✨Demonstrate Industry Knowledge
Familiarise yourself with the automotive or consumer finance industry, as well as relevant regulations and legislation. Showing that you understand the context in which the company operates will impress the interviewers.
✨Emphasise Team Collaboration
The role requires liaising with various teams, so be ready to discuss how you've worked effectively with colleagues in support functions. Share examples of how collaboration has led to successful complaint resolutions.
✨Prepare for Regulatory Questions
Since compliance is crucial, expect questions about regulatory processes and policies. Brush up on your knowledge of these areas and be ready to explain how you ensure adherence in your work.
