At a Glance
- Tasks: Manage customer complaints and build relationships with key stakeholders in the automotive sector.
- Company: Join a leading financial services provider with a focus on customer satisfaction.
- Benefits: Competitive pay, professional development, and a dynamic work environment.
- Other info: Opportunity for career growth in a fast-paced, supportive team.
- Why this job: Make a real difference by resolving customer issues and improving service quality.
- Qualifications: Experience in team management, strong communication skills, and data analysis.
The Customer Relations team is a critical function handling complaints from customers through liaison with internal departments and external parties. The team is primarily responsible for:
- Handling customer complaints within strict regulatory time scales
- Working with a variety of external suppliers to resolve customer issues
- Working with the Financial Ombudsman regarding customer referrals
- Building close relationships with Ford Motor company and Customer Relationship Centre
- Ensure accurate reporting of Complaint Data
The Customer Relations Specialist is responsible for the effective day-to-day management of the team which includes a team of case handlers/Q&E. This is an important role ensuring Credit remains compliant with FCA Complaint Handling regulations. The Specialist prepares and presents regulatory reporting to senior management monthly by attending various forums such as the KRI forum, the Customer Support Quality Forum providing updates on Complaint trends and corrective actions.
Duties:
- Precise logging of complaints and production of accurate and timely regulatory complaint reports and associated commentary to be shared at Executive and Board level
- Accurate data capture, tracking and regulatory reporting of complaint expenditure and tax information for internal and external publication
- Attending complaints forums such as KRI/Quality Forum
- Provide support to the Department and to wider teams by addressing any gaps identified through complaint root cause analysis
- Regular liaison with the Legal and Compliance teams on complex matters and evolving legislation
- Logging and administration of invoices, purchase orders and supplier reviews from suppliers such as FOS, legal costs and the RAC
- Monthly reviews of all complaint cases with departmental Management
- Involvement in ad hoc meetings and projects to provide complaints data input
Experience & Qualifications
Essential:
- Previous experience in coaching, developing and managing team members
- Experience in analyzing and interpreting performance data and trends and preparing and delivering presentations to senior managers and external partners
- Experience in building strong working relations with internal and external stakeholders and suppliers (such as Financial Ombudsman, the team and senior management)
- Experience of strong communication skills with proven ability to influence and negotiate successful outcomes when handling customer dissatisfaction / escalation / complaints.
- Strong organisational skills with the ability to work to strict time deadlines and remain effective under pressure to prioritise personal tasks as well as those of the team
- A strong quality mind-set with attention to detail and understanding of the importance of maintaining internal controls and process adherence, particularly associated to regulator reporting
- Proficient in the use of Office applications and data validation (particularly Excel, PowerPoint)
Desirable:
- Previous experience in Customer Support, Dealer Services
- Previous experience within a Customer Services/ Complaints/ Banking environment
- Previous experience of dealing with the Financial Ombudsman or external regulators
Excellent Opportunity
Customer Relations Specialist (Financial/Automotive) in Manchester employer: Contechs Consulting
As a Customer Relations Specialist in Manchester, you will thrive in a dynamic work environment that prioritises employee development and fosters a culture of collaboration and support. Our commitment to compliance and excellence ensures that you will be part of a team that values your contributions while providing opportunities for growth through training and mentorship. Enjoy competitive pay, a supportive atmosphere, and the chance to make a meaningful impact in the financial and automotive sectors.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Specialist (Financial/Automotive) in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial and automotive sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer relations. Think about how you’d handle specific complaints or scenarios. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your skills! Create a portfolio that highlights your achievements in customer relations, especially any data analysis or reporting you've done. This will help you stand out and demonstrate your expertise when you land that interview.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you. Plus, it’s a great way to ensure your application gets seen by the right people. Let’s get you that Customer Relations Specialist role!
We think you need these skills to ace Customer Relations Specialist (Financial/Automotive) in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Relations Specialist role. Highlight your experience in handling complaints and working with external suppliers, as these are key aspects of the job. We want to see how your skills match what we're looking for!
Showcase Your Communication Skills:Since strong communication is crucial for this role, use your application to demonstrate your ability to influence and negotiate. Share examples of how you've successfully resolved customer complaints or built relationships with stakeholders. Let us know you can handle tough conversations!
Be Detail-Oriented:Attention to detail is a must for this position, especially when it comes to logging complaints and preparing reports. Make sure your application is free from typos and clearly structured. We appreciate candidates who take pride in their work and understand the importance of accuracy.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to showcase your application in the best light. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Contechs Consulting
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of a Customer Relations Specialist. Familiarise yourself with complaint handling regulations and the importance of accurate reporting. This will help you answer questions confidently and show that you're serious about the position.
✨Showcase Your Experience
Be ready to discuss your previous experience in coaching and managing teams, as well as your ability to analyse performance data. Prepare specific examples that highlight your skills in building relationships with stakeholders and resolving customer complaints effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate how you'd handle customer complaints or work with external suppliers. Think through potential situations and how you would approach them, focusing on your problem-solving and negotiation skills.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face, or how success is measured in this role. This shows your interest and helps you gauge if the company is the right fit for you.
