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- Tasks: Resolve customer complaints and ensure timely responses to enquiries.
- Company: Join a leading organisation committed to customer satisfaction and industry standards.
- Benefits: Enjoy a dynamic work environment with opportunities for personal growth and development.
- Why this job: Be part of a team that values innovation and customer care, making a real impact.
- Qualifications: A levels or equivalent; experience in complaint resolution is essential.
- Other info: Opportunity to work on exciting projects and enhance your skills.
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.
Please ensure you read the below overview and requirements for this employment opportunity completely.
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
• 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
· Workflow management
Customer Care Specialist - Complaints employer: Connect Recruitment
Contact Detail:
Connect Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Specialist - Complaints
✨Tip Number 1
Familiarise yourself with the common complaints in the automotive and consumer finance industries. Understanding the typical issues customers face will help you respond more effectively during interviews and demonstrate your knowledge of the sector.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios where you resolve customer complaints can prepare you for the types of interactions you might have in this role.
✨Tip Number 3
Research the Financial Ombudsman Service and its processes. Being able to discuss how you would handle a complaint that escalates to this level will show your preparedness and understanding of regulatory requirements.
✨Tip Number 4
Network with current or former Customer Care Specialists in the industry. They can provide insights into the role and share tips on what the hiring managers at StudySmarter are looking for in candidates.
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 and customer service. Use specific examples that demonstrate your ability to resolve issues effectively, especially in a regulatory environment.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer care and your understanding of the importance of compliance in the role. Mention any relevant experience with the Financial Ombudsman Service or in the automotive industry to strengthen your application.
Showcase Relevant Skills: Emphasise your telephony expertise and proficiency in Excel and Word. Highlight any experience you have with workflow management systems, as this is crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for a Customer Care Specialist.
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 final response letters. Be prepared to discuss your previous experiences in managing complaints and how you ensured compliance with regulatory requirements.
✨Demonstrate Strong Communication Skills
As a Customer Care 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 Industry Knowledge
If you have experience in the automotive or consumer finance industry, make sure to highlight it. Discuss any relevant regulations and legislation you are familiar with, as this will demonstrate your preparedness for the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of examples where you successfully resolved complaints, met deadlines, and adhered to policies. This will show your ability to handle real-life situations effectively.
