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- Tasks: Resolve customer complaints in the motor finance sector with a focus on high-quality service.
- Company: Join a leading UK provider of innovative finance solutions for the motor industry.
- Benefits: Enjoy private medical cover, a generous pension scheme, and life assurance.
- Why this job: Be part of a dynamic team that values customer experience and offers career progression.
- Qualifications: Experience in complaint handling within financial services and strong communication skills required.
- Other info: Flexible shifts and a supportive work environment await you!
Location: Glasgow
Work Schedule: 35 hours a week (5 days with flexible shifts throughout the week)
Salary - £25,000
Our client is a leading provider of specialist finance solutions in the UK motor finance market. They work with prominent franchised and independent dealers, as well as leading specialist intermediaries. They challenge the traditional approach in the sector by offering uniquely flexible and agile solutions to meet the rapidly changing needs of used car buyers and retailers.
Reporting to the Complaints Resolution Team Leader, this role is pivotal in addressing and resolving customer complaints throughout the lifecycle of motor finance agreements. As a Handler, you will ensure complaints are managed and resolved in accordance with company procedures, while embodying the company's values. A passion for delivering high-quality customer service and a desire to enhance customer experience are essential for this role. You will apply logical thinking and problem-solving skills to address customer issues, providing continuous updates throughout the complaint process.
Key Responsibilities:
- Log, manage, and resolve complaints in line with the finance services regulator's requirements and guidelines.
- Adhere to the company's internal procedures and processes, maintaining consistently high standards.
- Own and manage a caseload of complaints until resolution is achieved.
- Provide a professional and efficient service to both internal and external customers, demonstrating company values to maintain and strengthen relationships within the organisation.
- Remain flexible and committed in a fast-paced environment, demonstrating the ability to handle multiple tasks proactively.
- Liaise directly with the Financial Ombudsman Service (FOS) regarding any complaints escalated to them.
- Collaborate with internal colleagues to support the investigation and resolution of complaints.
- Maintain up-to-date knowledge of the motor finance industry, including regulatory requirements for complaint handling.
- Strive to provide an excellent customer experience during every interaction, focusing on delivering the best possible outcome for each complaint handled.
What We're Looking For:
- Previous experience in complaint handling and resolution within a financial services organisation.
- Experience in managing customer enquiries both in writing and verbally.
- Strong communication, negotiation, and interpersonal skills.
- Familiarity with regulatory and compliance requirements, including the Consumer Credit Act (CCA), Consumer Credit Directive (CCD), Data Protection Act (DPA), and Treating Customers Fairly (TCF).
- Awareness of the FCA Handbook, particularly SYSC, CONC, and DISP.
- An open and transparent communication style.
- Attention to detail with strong numerical and analytical skills.
Benefits:
- Private Medical Cover
- Company Pension up to 10% contribution
- Group Income protection
- Life Assurance of 4x your annual salary
- Company events
- Routes of progression
Complaints Resolution Handler employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Resolution Handler
✨Tip Number 1
Familiarise yourself with the regulatory requirements specific to complaint handling in the financial services sector. Understanding the Consumer Credit Act and the FCA Handbook will not only boost your confidence but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've successfully resolved complaints in the past. Be ready to discuss specific situations where you turned a negative customer experience into a positive outcome, as this will highlight your ability to handle challenging scenarios.
✨Tip Number 3
Network with professionals in the motor finance industry or join relevant online forums. Engaging with others in the field can provide insights into current trends and challenges, which you can reference in your discussions with us, showing that you're proactive and well-informed.
✨Tip Number 4
Prepare to demonstrate your communication skills by practising how you would explain complex issues clearly and concisely. Role-playing common complaint scenarios with a friend can help you articulate your thoughts effectively, making you stand out during the interview process.
We think you need these skills to ace Complaints Resolution Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaint handling and customer service. Use specific examples that demonstrate your problem-solving skills and ability to manage customer enquiries effectively.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for delivering high-quality customer service. Mention your familiarity with regulatory requirements and how you embody the company's values in your work.
Showcase Relevant Skills: In your application, emphasise your strong communication, negotiation, and interpersonal skills. Provide examples of how you've successfully resolved complaints in the past, particularly in a financial services context.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for this role.
How to prepare for a job interview at Hays
✨Showcase Your Complaint Handling Experience
Be prepared to discuss your previous experience in complaint handling, especially within financial services. Highlight specific examples where you successfully resolved customer issues and how you adhered to regulatory requirements.
✨Demonstrate Strong Communication Skills
Since this role requires excellent communication, practice articulating your thoughts clearly and confidently. Be ready to explain how you would handle difficult conversations with customers while maintaining professionalism.
✨Familiarise Yourself with Relevant Regulations
Brush up on key regulations such as the Consumer Credit Act and the FCA Handbook. Showing that you understand these guidelines will demonstrate your commitment to compliance and customer fairness.
✨Emphasise Your Problem-Solving Abilities
Prepare to discuss your logical thinking and problem-solving skills. Think of scenarios where you had to analyse a situation and come up with effective solutions, as this is crucial for resolving complaints efficiently.
