Customer Care Specialist - Complaints

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.