At a Glance
- Tasks: Resolve customer complaints and ensure timely responses to enquiries.
- Company: Join a leading organisation committed to customer satisfaction.
- Benefits: Competitive salary, career development, and a supportive team environment.
- Other info: Dynamic role with opportunities for personal growth and innovation.
- Why this job: Make a real difference by enhancing customer experiences and brand reputation.
- Qualifications: Experience in complaint resolution and strong communication skills required.
The predicted salary is between 30000 - 40000 £ 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
Customer Care Specialist - Complaints employer: Connect Recruitment Consultants Ltd.
As a Customer Care Specialist - Complaints, you will thrive in a dynamic work environment that prioritises employee development and fosters a culture of collaboration and innovation. Our commitment to excellence is reflected in our comprehensive training programmes and supportive management, ensuring you have the tools and resources needed to succeed. Located in a vibrant area, we offer competitive benefits and a strong focus on work-life balance, making us an exceptional employer for those seeking a rewarding career in customer service.
Contact Details:
Connect Recruitment Consultants Ltd. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Specialist - Complaints
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you chat with them, you can show that you're not just another candidate but someone who genuinely cares about their brand.
✨Tip Number 2
Practice your responses to common interview questions, especially those related to handling complaints. We all know that being a Customer Care Specialist means dealing with tricky situations, so be ready to share your experiences and how you resolved issues effectively.
✨Tip Number 3
Don’t forget to ask questions during your interview! It shows you're engaged and interested. Ask about their complaint resolution processes or how they support their team in meeting targets. This can give you insight into their culture and expectations.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. Good luck!
We think you need these skills to ace Customer Care Specialist - Complaints
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Care Specialist role. Highlight your experience in handling complaints and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've successfully resolved customer complaints in the past. We love seeing candidates who can demonstrate their ability to own issues and drive them to resolution, so don’t hold back!
Be Professional Yet Approachable:While we appreciate a friendly tone, remember to maintain professionalism in your written application. Use clear language and structure your thoughts well. This reflects the way we communicate with our customers, and it’s a great way to show us you fit our culture.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be on your way to joining our team!
How to prepare for a job interview at Connect Recruitment Consultants Ltd.
✨Know Your Stuff
Make sure you brush up on your knowledge of complaint resolution processes and the Financial Ombudsman Service. Familiarise yourself with relevant regulations and legislation, as this will show that you're serious about the role and understand the industry standards.
✨Showcase Your Experience
Prepare specific examples from your past work where you've successfully resolved complaints. Highlight your ability to own issues through to resolution and how you’ve liaised with different teams to achieve positive outcomes. This will demonstrate your hands-on experience and problem-solving skills.
✨Practice Your Communication Skills
As a Customer Care Specialist, clear communication is key. Practice articulating your thoughts clearly and professionally. You might even want to do a mock interview with a friend, focusing on how you would handle customer complaints and interact with retailers and manufacturers.
✨Be Ready to Discuss Performance Metrics
Understand the importance of performance targets in this role. Be prepared to discuss how you monitor your own performance and ensure adherence to deadlines and procedures. Showing that you can manage your workload effectively will impress your interviewers.
