At a Glance
- Tasks: Manage customer complaints with empathy and integrity, ensuring satisfaction and trust.
- Company: Join CarMoney, a dynamic company focused on customer experience and growth.
- Benefits: Enjoy 30 days holiday, flexible shifts, and world-class training opportunities.
- Other info: Be part of a supportive team with exciting incentives and events.
- Why this job: Make a real difference in customer experiences while developing your career.
- Qualifications: Experience in complaints handling and excellent communication skills are essential.
The predicted salary is between 30000 - 32000 £ per year.
- Complaints Officer - Car Finance
- Car Money
- Eurocentral, ML1 4UF
- 40 hours Monday to Friday 8.30-5.30pm
We're looking for a proactive, detail oriented Complaints Officer to join our growing team at Car Money.
You'll play a key role in maintaining customer trust and satisfaction, managing the complaints process with integrity, empathy, and a commitment to doing what's right.
If you thrive in a fast paced environment, have great communication skills, and are ready to make a real difference to the customer experience, this could be the perfect role for you.
- What you will be doing
- Monitor and respond to all customer complaints via the CRM. Ensuring that complaints are prioritised, and regulated complaints are escalated to management as soon as possible.
- Ensure detailed notes regarding the complaints, from both the customer and finance company, are recorded 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 in the appropriate manner by the dealership, customer, management or lender.
- Ensure all follow up calls for retail and dealer are completed two days after the deal has been paid out; these are recorded with the CRM system and any exceptions reported to management.
- Carry out weekly calls with all the lenders to discuss any outstanding finance complaints that are ongoing and strive to find a resolution as quickly as possible, maintaining a healthy working relationship with all lenders.
- Request reviews from customers during follow up calls, monitor 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 dealership that we should cease trading with based on their attitude towards complaints, concerns about quality of vehicles or any other issues, including numerous complaints.
- Liaise with lender, auctions, dealerships and the accounts department to ensure timely resolution of all unwinds, taking the lead to reduce financial exposure to Car Money and manage Car Money 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 the ability to see how this impacts the business.
- Knowledge of the car finance industry is advantageous.
- Excellent communication skills, both verbally and written.
- Well organised and a committed team player.
- Exceptional customer service skills.
- Confidence 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 Car Money 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 - climb the Ninja ladder.
- Onsite parking.
- Free tea & coffee and breakfast on a weekend.
- Daily, weekly and monthly incentives; the big one - win a trip abroad.
- Employee discounts.
- Generous referral scheme. Pension and life assurance.
- Enhanced maternity and paternity leave.
- Regular giving back days and charity events.
- Access to the wellbeing centre - MOT and in house counselling services.
- Colleague events - family fun day, annual ball, Christmas party.
Car Money 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 in Motherwell employer: CarMoney
CarMoney is an excellent employer that prioritises employee well-being and professional growth, offering flexible hours and a competitive bonus structure. Our collaborative work culture fosters innovation and teamwork, while our location in Eurocentral provides easy access to transport links and a vibrant community. Join us to make a meaningful impact in the car finance sector and enjoy a rewarding career with ample opportunities for advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer in Motherwell
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CarMoney. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CarMoney before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Officer in Motherwell
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CarMoney:Your cover letter is your chance to shine! Tell us why you want to work at CarMoney specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CarMoney!
How to prepare for a job interview at CarMoney
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
