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- Tasks: Investigate and resolve customer complaints while supporting the wider business.
- Company: Join Ayvens, a leader in sustainable mobility solutions.
- Benefits: Competitive salary, pension scheme, and generous annual leave.
- Other info: Diverse and inclusive workplace with excellent career development opportunities.
- Why this job: Make a real difference in customer satisfaction and sustainable mobility.
- Qualifications: Strong communication skills and problem-solving abilities required.
The predicted salary is between 30000 - 40000 £ per year.
At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.
We are looking for a Customer Complaints Officer to join our Technical Complaints team located in Lyde Green, Bristol (BS16 7LB) on a 12-month fixed term contract. In this role you will provide investigation and resolution for customer concerns that cannot be resolved at first point of contact, whilst providing support to the wider business in complaints management. You will also liaise with appropriate external third parties as necessary.
The key responsibilities of the role are as follows:
- Management of incoming technical complaints within agreed service levels, regulatory requirements and in accordance with our business processes and procedures.
- Support wider business with complaint resolution, through advice, training and coaching.
- Support Ayven’s relationship with the Financial Ombudsman Service (FOS) and British Vehicle Retail Leasing Authority (BVRLA).
- Work with all business areas and external partners to manage all formal complaints efficiently and effectively, ensuring compliance with all regulatory requirements, Ayven’s and Group policy.
- Maintain an accurate record of all complaints using the company CRM system ensuring that all records are recorded and maintained in line with company policy and regulatory requirements.
- Support ongoing training requirements across the business for new and existing employees.
- Provide support to wider business in managing complaints at first point.
- Work with line management to further develop and enhance ALD approach to dealing with complaints.
- Prepare case requests from external authorities.
Skills and experience required:
- Excellent communication skills - written and verbal.
- Excellent time management, planning and organisation.
- Self-motivated.
- Remains engaged when under pressure.
- Develops others by sharing own experience and expertise.
- Understands the need and can work within legislative guidelines.
- Problem solving, willing to search for alternative solutions and long-term process improvements.
- Proven ability to influence others and manage difficult situations.
- Commercial awareness and understanding of business processes.
What we offer:
- Rewards & Financial Benefits: Competitive pension scheme, Annual salary review and bonus scheme, Give As You Earn (GAYE) scheme, Employee referral scheme (£1,000), Retail discounts programme, GymFlex membership options, Cycle to Work scheme.
- Health & Wellbeing: Life Assurance, Health assessment options, Travel insurance, Critical illness cover, Personal accident insurance.
- Time Off & Work–Life Balance: 25 days’ annual leave + an additional Celebration Day, 37.5 hour week, Monday to Friday, no weekends, Holiday buy & sell scheme, Volunteer days, Time allocated for personal development, Study support (where applicable).
- Workplace & On‑Site Facilities: Free parking, EV charging points, Bike storage & shower facilities, Complimentary breakfast, Staff and social events.
Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless!
Why Ayvens? With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.
At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.
Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed.
Customer Complaints Officer employer: Ayvens
Contact Detail:
Ayvens Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Complaints Officer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Ayvens. A friendly chat can open doors and give you insights that a job description can't.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer complaints. Think about how you would handle tricky situations and be ready to share your problem-solving skills.
✨Tip Number 3
Show off your communication skills! During interviews, make sure to articulate your thoughts clearly and confidently. Remember, they want someone who can effectively manage complaints and liaise with others.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Ayvens team.
We think you need these skills to ace Customer Complaints Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Complaints Officer. We want to see how you can contribute to our mission at Ayvens!
Show Off Your Communication Skills: Since excellent communication is key for this role, use clear and concise language in your application. We love seeing candidates who can express themselves well, both in writing and verbally.
Highlight Problem-Solving Abilities: Don’t forget to showcase your problem-solving skills! Share examples of how you've tackled difficult situations in the past, as this will resonate with our focus on effective complaint resolution.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you're serious about joining the Ayvens team!
How to prepare for a job interview at Ayvens
✨Know Your Stuff
Before the interview, make sure you understand Ayvens' mission and values, especially around customer satisfaction and sustainable mobility. Familiarise yourself with their complaints management processes and think about how your skills can contribute to resolving customer concerns effectively.
✨Showcase Your Communication Skills
As a Customer Complaints Officer, excellent communication is key. Prepare examples of how you've successfully handled difficult situations or resolved complaints in the past. Be ready to demonstrate your ability to communicate clearly and empathetically, both verbally and in writing.
✨Be Solution-Oriented
During the interview, highlight your problem-solving skills. Think of specific instances where you’ve found alternative solutions to complex issues. Show that you’re proactive and willing to go the extra mile to ensure customer satisfaction, which aligns with Ayvens' commitment to innovative solutions.
✨Prepare Questions
Have a few thoughtful questions ready for your interviewers. This could be about the team dynamics, ongoing training opportunities, or how they measure success in the role. Asking insightful questions shows your genuine interest in the position and helps you assess if Ayvens is the right fit for you.