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For Companies At a Glance
- Tasks: Handle customer complaints and ensure timely resolutions while maintaining strong relationships with lenders.
- Company: Join CarMoney, a dynamic company in the car finance industry.
- Benefits: Enjoy 30 days holiday, flexible shifts, and awesome perks like free coffee and employee discounts.
- Other info: Be part of a fun team with great career growth opportunities and regular events.
- Why this job: Make a real difference by resolving customer issues and enhancing their experience.
- Qualifications: Experience in complaints handling and excellent communication skills are essential.
The predicted salary is between 22400 - 28800 £ per year.
Eurocentral, ML1 4UF
40 hours Monday to Friday 8.30-5.30pm
Salary – OTE £32k
What you will be doing
- Monitor and respond to all customer complaints via the CRM.
- Ensure complaints are prioritised, and regulated complaints are escalated to management as soon as possible.
- Record detailed notes regarding the complaints from both the customer and finance company on the CRM to ensure an audit trail is available for all complaints.
- Follow the escalation process for complaints if they are not dealt with appropriately by the dealership, customer, management or lender.
- Complete all follow-up calls for retail and dealer 2 days after the deal has been paid out, recording these with the CRM system and reporting any exceptions to management.
- Carry out weekly calls with all lenders to discuss any outstanding finance complaints and strive to find a resolution quickly while maintaining a healthy working relationship.
- Request reviews from customers during follow-up calls and help monitor reviews with marketing.
- Lead the weekly complaints meeting with management, making suggestions on the next appropriate action where applicable.
- Advise the risk committee on dealerships that should cease trading based on their attitude towards complaints, concerns about vehicle quality, or any other issues related to numerous complaints.
- Liaise with lenders, auctions, dealerships, and the accounts department to ensure timely resolution of all unwinds, taking the lead to reduce financial exposure to CarMoney and manage CarMoney assets.
- Provide ad hoc support where required, specifically helping with call volume.
What you will need
- Experience working in a complaints role or similar.
- Knowledge of FCA and GDPR is highly desirable.
- An understanding of the legislation that governs the business and its impact.
- Knowledge of the car finance industry is advantageous.
- Excellent communication skills, both verbally and written.
- Well organised and committed team player.
- Exceptional customer service skills.
- Confident over the phone.
- Ability to liaise at all levels with other departments and outside agencies.
- Take personal responsibility for making things happen.
Your Net Better off – the CarMoney difference!
- 30 days holiday rising with length of service.
- Flexible shift patterns to suit your lifestyle.
- World class training delivered by the Ninja Academy.
- Internal development opportunities.
- Onsite parking.
- Free tea & coffee and breakfast on weekends.
- Daily, weekly, and monthly incentives.
- Employee discounts.
- Generous Ninja Referral Scheme.
- Pension & Life Assurance.
- Enhanced maternity & paternity leave.
- Regular giving back days and charity events.
- Access to the Wellbeing Centre – MOT & in-house counselling services.
- Colleague events – Family Fun Day, Annual ball, Christmas party.
CarMoney is an equal opportunities employer. Everyone is welcome here, as long as you have the drive and passion to succeed, then we would love to hear from you.
Complaints Officer – Car Finance CarMoney in Holytown employer: CarMoney
Contact Detail:
CarMoney Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer – Car Finance CarMoney in Holytown
✨Tip Number 1
Get to know the company inside out! Research CarMoney, their values, and their approach to customer complaints. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers and various departments, being articulate and confident is key. Try role-playing common complaint scenarios with a friend to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and the complaints process. They might even give you tips that could help you stand out in your interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about joining the CarMoney team. Don’t miss out on this opportunity!
We think you need these skills to ace Complaints Officer – Car Finance CarMoney in Holytown
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Complaints Officer role. Highlight any relevant experience in handling complaints, especially in the car finance industry. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how your background makes you a great fit for CarMoney. Keep it engaging and personal – we love a bit of personality!
Show Off Your Communication Skills: Since excellent communication is key for this role, make sure your written application reflects that. Use clear, concise language and check for any typos or errors. We appreciate attention to detail!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it’s super easy!
How to prepare for a job interview at CarMoney
✨Know Your Complaints Process
Familiarise yourself with the complaints handling process specific to the car finance industry. Understand how to prioritise complaints and the escalation procedures, as this will show your potential employer that you’re ready to hit the ground running.
✨Brush Up on FCA and GDPR Knowledge
Since knowledge of FCA and GDPR is highly desirable, make sure you understand these regulations and how they impact the business. Be prepared to discuss how you would apply this knowledge in your role as a Complaints Officer.
✨Showcase Your Communication Skills
Excellent communication skills are crucial for this role. Practice articulating your thoughts clearly and confidently, both verbally and in writing. You might even want to prepare examples of how you've successfully resolved complaints in the past.
✨Demonstrate Team Spirit
Being a committed team player is essential. Think of examples where you’ve collaborated with others to resolve issues or improve processes. Highlighting your ability to work well with different departments will resonate well with the interviewers.