At a Glance
- Tasks: Lead a team to handle customer complaints and ensure compliance with regulations.
- Company: Join a leading finance and automotive company in Manchester.
- Benefits: Earn £18.00 per hour with opportunities for professional growth.
- Other info: Dynamic role with potential for career advancement in a supportive environment.
- Why this job: Make a real difference by resolving customer issues and improving services.
- Qualifications: Experience in team management and strong communication skills required.
The predicted salary is between 36000 - 48000 £ per year.
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
- Ensuring 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 include:
- 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
- Providing 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
Regulatory Complaints Lead — Finance/Automotive in Manchester employer: Contechs Consulting
As a Regulatory Complaints Lead in Manchester, you will join a dynamic Customer Relations team that prioritises employee development and fosters a collaborative work culture. The company offers competitive pay, comprehensive training, and opportunities for career advancement while ensuring compliance with FCA regulations, making it an ideal environment for those seeking meaningful and rewarding employment in the finance and automotive sectors.
StudySmarter Expert Advice🤫
We think this is how you could land Regulatory Complaints Lead — Finance/Automotive in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the finance 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 researching the company and its values. Tailor your responses to show how your experience aligns with their needs, especially in handling customer complaints and regulatory compliance. Practice common interview questions to boost your confidence!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can set you apart from other candidates. Mention something specific from your conversation to remind them of your fit for the role. It shows you're genuinely interested and proactive.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might just be perfect for you. Plus, it’s a great way to ensure your application gets seen by the right people. Let’s get you that dream job!
We think you need these skills to ace Regulatory Complaints Lead — Finance/Automotive in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the role of Regulatory Complaints Lead. Highlight your experience in handling customer complaints and working with regulatory bodies, as this will show us you understand the importance of compliance in our industry.
Showcase Your Communication Skills:Since strong communication is key for this role, use your application to demonstrate how you've successfully influenced outcomes in previous positions. Share specific examples where you’ve resolved customer dissatisfaction or escalated complaints effectively.
Be Data Savvy:We love candidates who can analyse and interpret data! Make sure to mention any experience you have with performance data and reporting, especially if it relates to complaint trends. This will help us see your analytical side.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Contechs Consulting
✨Know Your Regulations
Make sure you brush up on the FCA Complaint Handling regulations before your interview. Understanding these regulations will not only show your expertise but also demonstrate your commitment to compliance, which is crucial for the role.
✨Showcase Your Communication Skills
Prepare examples of how you've successfully handled customer complaints in the past. Be ready to discuss specific situations where your strong communication skills helped resolve issues or influenced outcomes positively.
✨Data-Driven Mindset
Since the role involves analysing performance data and trends, come prepared with examples of how you've used data to drive decisions or improvements in previous roles. Highlight your proficiency in tools like Excel and how you've leveraged them in your work.
✨Build Relationships
Think about how you've built strong working relationships with stakeholders in the past. Be ready to share stories that illustrate your ability to collaborate effectively with both internal teams and external partners, like the Financial Ombudsman.
