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- Tasks: Resolve customer complaints and ensure compliance with industry standards.
- Company: Join a dynamic team committed to enhancing brand reputation and customer satisfaction.
- Benefits: Enjoy a supportive work environment with opportunities for personal growth and development.
- Why this job: Make a real impact by helping customers while developing valuable skills in a fast-paced setting.
- Qualifications: A levels or equivalent; experience in complaint resolution is essential.
- Other info: Ideal for those passionate about customer service and looking to grow in the automotive or finance sectors.
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
Complaints Specialist employer: Connect Recruitment
Contact Detail:
Connect Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Specialist
✨Tip Number 1
Familiarise yourself with the Financial Ombudsman Service and its processes. Understanding how to effectively respond to 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 the role but also show us that you're proactive and serious about compliance.
✨Tip Number 3
Practice your communication skills, especially in a telephony context. Being able to handle calls professionally and empathetically is crucial for a Complaints Specialist, so consider role-playing scenarios with friends or family.
✨Tip Number 4
Stay updated on common complaint trends within the industry. Knowing what issues are prevalent can help you prepare for potential challenges and demonstrate your commitment to resolving customer concerns effectively.
We think you need these skills to ace Complaints Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in handling complaints, particularly any relevant roles in customer service or the automotive industry. Use specific examples that demonstrate your ability to resolve issues effectively.
Craft a Strong Cover Letter: In your cover letter, emphasise your understanding of regulatory requirements and your commitment to customer satisfaction. Mention any experience with the Financial Ombudsman Service and how it relates to the role.
Showcase Relevant Skills: Highlight your IT skills, especially your proficiency in Excel and Word, as well as any experience with workflow management systems. This will show that you are equipped to handle the technical aspects of the role.
Demonstrate Knowledge of the Industry: Research the automotive and consumer finance industries to understand current trends and regulations. Mention this knowledge in your application to demonstrate your preparedness for the role.
How to prepare for a job interview at Connect Recruitment
✨Know Your Complaints Handling Process
Familiarise yourself with the complaints handling process, especially how to resolve issues through a final response letter. Be prepared to discuss your previous experiences in managing complaints and how you ensured compliance with regulatory requirements.
✨Demonstrate Strong Communication Skills
As a Complaints Specialist, effective communication is key. Practice articulating your thoughts clearly and professionally, especially when discussing how you would liaise with retailers and manufacturer teams to resolve customer issues.
✨Showcase Your Problem-Solving Abilities
Prepare examples of how you've successfully resolved complaints in the past. Highlight your ability to own customer issues through to resolution and how you monitor your performance to meet targets and deadlines.
✨Understand Regulatory Requirements
Brush up on relevant regulations and legislation related to complaints handling, particularly in the automotive or consumer finance industry. Being knowledgeable about these will demonstrate your commitment to compliance and enhance your credibility during the interview.
