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- Tasks: Resolve customer complaints and ensure timely responses while maintaining compliance.
- Company: Join a dynamic team committed to enhancing brand reputation and customer satisfaction.
- Benefits: Enjoy opportunities for personal development and a supportive work environment.
- Why this job: Be part of a mission-driven company that values innovation and customer care.
- Qualifications: A levels or equivalent; experience in complaint resolution is essential.
- Other info: Ideal for those passionate about customer service and looking to make a difference.
The predicted salary is between 28800 - 43200 £ 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 (Essential)
- 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.
Contact Detail:
Connect Recruitment Consultants Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Specialist - Complaints
✨Tip Number 1
Familiarise yourself with the Financial Ombudsman Service and its processes. Understanding how to effectively handle complaints that may escalate to this level will demonstrate your expertise and readiness for the role.
✨Tip Number 2
Brush up on your knowledge of relevant regulations and legislation in the automotive or consumer finance industry. This will not only help you in interviews but also show that you are proactive about compliance and industry standards.
✨Tip Number 3
Practice your telephony skills, as strong communication over the phone is crucial for this role. Consider role-playing scenarios where you handle customer complaints to build your confidence and improve your response strategies.
✨Tip Number 4
Network with current or former Customer Care Specialists in similar roles. They can provide insights into the day-to-day responsibilities and challenges, which can help you tailor your approach when applying through our website.
We think you need these skills to ace Customer Care Specialist - Complaints
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in handling complaints, particularly any relevant roles in customer care or the automotive industry. Use specific examples that demonstrate your ability to resolve issues effectively.
Craft a Compelling Cover Letter: In your cover letter, emphasise your understanding of the role and how your skills align with the company's values. Mention your experience with the Financial Ombudsman Service and your commitment to providing excellent customer service.
Showcase Relevant Skills: Highlight your proficiency in Excel and Word, as well as any workflow management tools you have used. This will show that you are equipped to handle the administrative aspects of the role efficiently.
Demonstrate Knowledge of Regulations: Mention your familiarity with relevant regulations and legislation in your application. This will indicate that you understand the compliance aspect of the role and are prepared to adhere to industry standards.
How to prepare for a job interview at Connect Recruitment Consultants Ltd.
✨Showcase Your Complaint Resolution Skills
Be prepared to discuss specific examples of how you've successfully resolved customer complaints in the past. Highlight your ability to investigate issues thoroughly and provide timely solutions, as this is crucial for the role.
✨Familiarise Yourself with Relevant Regulations
Since the job involves compliance with regulatory requirements, make sure you understand the key regulations related to customer complaints in the automotive or consumer finance industry. This knowledge will demonstrate your preparedness and commitment to adhering to industry standards.
✨Demonstrate Strong Communication Skills
As a Customer Care Specialist, you'll need to liaise with various stakeholders. Practice articulating your thoughts clearly and professionally, especially when discussing how you would handle interactions with Retailers and Manufacturer teams.
✨Prepare for Performance Metrics Discussion
Be ready to talk about how you monitor your own performance and meet targets. Think of examples where you've successfully managed your workload and adhered to deadlines, as this will show your ability to thrive in a fast-paced environment.
