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For Companies At a Glance
- Tasks: Resolve motor finance complaints and ensure high customer satisfaction.
- Company: Join a respected client known for excellent customer service.
- Benefits: Comprehensive training, career development, and a dynamic work environment.
- Why this job: Make a real impact on customer experiences in a fast-paced setting.
- Qualifications: Experience in complaints handling and strong communication skills.
- Other info: Opportunity for growth in a regulated financial environment.
The predicted salary is between 30000 - 42000 £ per year.
About the Role
An exciting opportunity has arisen with one of our esteemed clients for an Aftersales Agent. In this role, you will be the primary point of contact for customers seeking resolution of motor finance complaints. This position is crucial in maintaining high standards of customer service and effective dispute resolution, especially during periods of increased complaint volumes. The successful candidate will thrive under pressure, deliver tailored resolutions, and uphold strict regulatory compliance.
Why Join This Client’s Team?
- Impactful Work: Contribute directly to improving customer satisfaction and strengthening the brand’s reputation.
- Comprehensive Training: Receive extensive classroom-based training designed to equip you with the skills needed to succeed and handle multiple cases confidently.
- Career Development: Gain valuable experience within a regulated financial environment with opportunities for future progression.
- Dynamic Environment: Be part of a fast-paced, challenging setting that rewards organizational and communication skills.
Key Responsibilities
- Handle customer complaints via phone, email, and written correspondence with empathy and professionalism.
- Conduct thorough investigations, gathering relevant information, liaising with internal teams and third parties such as dealerships, brokers, and regulatory bodies.
- Provide clear, personalized resolutions to complaints, ensuring positive outcomes in compliance with company policies and industry regulations (FCA, DISP, CRA).
- Maintain accurate records of all complaints and resolutions within CRM and other systems.
- Regularly update customers and third parties to ensure transparency and high service standards.
- Build and maintain strong relationships with external introducers and third parties to facilitate effective complaint resolution.
- Identify root causes of complaints, monitor trends, and report on issues to support process improvements.
- Escalate complex or sensitive issues to senior management, especially those involving legal or regulatory considerations.
- Keep current with relevant legislation and best practices in complaint handling.
- Manage work priorities efficiently under high volume pressures, ensuring KPIs and deadlines are met.
- Participate in ongoing training, including role-play exercises and competency assessments, to ensure high-quality service delivery.
What we are looking for
Experience & Knowledge:
- Proven experience in complaints handling within a regulated financial or automotive environment preferred.
- Strong understanding of FCA, DISP, and CRA guidelines.
- Customer service experience in high-volume telephony settings.
- Knowledge of motor finance is advantageous but not essential.
Skills & Attributes:
- Excellent verbal and written communication skills, capable of tailoring messages to different audiences.
- Strong investigative and problem-solving skills with high attention to detail.
- Empathetic and professional, able to handle difficult conversations, including with vulnerable customers.
- Resilient under pressure, organized, and able to manage multiple cases simultaneously.
- Proficient in MS Office and CRM systems.
Aftersales Agent in Coalville employer: Davies Group
Contact Detail:
Davies Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Aftersales Agent in Coalville
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that Aftersales Agent role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to complaints handling and customer service. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience and skills.
✨Tip Number 3
Showcase your problem-solving skills during interviews! Think of specific examples where you’ve successfully resolved complaints or improved processes. We want to see how you can bring that experience to the table as an Aftersales Agent.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate candidates who are ready to make a difference in customer satisfaction.
We think you need these skills to ace Aftersales Agent in Coalville
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in complaints handling and customer service. We want to see how your skills align with the role of an Aftersales Agent, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers, it’s crucial to demonstrate your excellent verbal and written communication skills. Use clear and concise language in your application to reflect how you would communicate with customers.
Highlight Your Problem-Solving Abilities: We’re looking for someone who can handle complaints effectively, so be sure to include examples of how you've resolved issues in the past. This will show us that you have the investigative and problem-solving skills we value in our team.
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to receive your details and keep track of your application throughout the process!
How to prepare for a job interview at Davies Group
✨Know Your Stuff
Make sure you brush up on the FCA, DISP, and CRA guidelines before your interview. Understanding these regulations will show that you're serious about the role and can handle complaints effectively.
✨Showcase Your Empathy
Prepare examples of how you've handled difficult customer interactions in the past. Highlight your ability to empathise with customers, especially those who may be vulnerable or upset, as this is crucial for an Aftersales Agent.
✨Demonstrate Problem-Solving Skills
Think of specific instances where you've resolved complaints or issues. Be ready to discuss your investigative process and how you arrived at a tailored resolution, as this will showcase your critical thinking abilities.
✨Stay Organised Under Pressure
Since the role involves managing multiple cases simultaneously, prepare to discuss how you prioritise tasks and stay organised. Share strategies you use to meet KPIs and deadlines, especially during busy periods.
