Complaints Executive in Farnborough, Hampshire

Location: Farnborough
Hybrid: 3 days onsite and 2 days working from home

Hays are delighted to be working with our global client, one of the world’s most successful premium manufacturers of cars, motorcycles, and provider of premium services. Our client demonstrates a commitment to innovation, sustainability, and product responsibility all the way from development to production. Their aim is to play a dynamic and innovative role in shaping the face of mobility. Our client highly values each and every person; their passion, commitment, uniqueness and contribution to shaping the future success of their business.

About the job: The purpose of this role is to investigate, manage, and resolve complaints and claims within regulatory timeframes and protecting the brand’s reputation. The Executive will track voluntary disclosures, complaints, claims progress, identify trends, and escalate concerns where necessary, ensuring all activity complies with regulatory timeframes and internal policies. They will also manage daily action reports, support colleagues within the Regulations team, and remain flexible in taking on new tasks as required.

What awaits you?

• Respond to voluntary disclosures from third-party firms.
• Resolve complaints and claims from Customers and third-party firms.
• Respond to follow up emails from Customers and third-party firms.
• Ensure all complaints are handled within regulatory deadlines and that holding letters are issued on time where required.
• Maintain professional relationships with customers and third-party firms, including making occasional outbound calls.
• Manage workload effectively and keep the manager informed of any delays.
• Log and manage breaches in line with company policy and including carrying out root-cause analysis.
• Support continuous improvement by reviewing procedures and identifying opportunities to enhance processes.
• Handle challenging or vulnerable customer interactions with empathy and in accordance with FCA requirements.
• Provide support on CCA remediation, voluntary disclosure bulk responses, and FOS complaint handling.
• Manage bulk imports to progress voluntary disclosures, complaints and claims where required.

The opportunity You will have the opportunity to work within an enthusiastic team who are passionate about delivering outstanding service. Along with fostering excellent collaboration with the regional purchasing network thanks to regular and relevant communication.

What will you bring to the global premium automotive brand:

• Confidence handling highly sensitive information with discretion
• Experience in handling complaints
• Strong judgement and organisation in a high volume, demanding environment
• The ability to adapt quickly and manage competing priorities
• Educated to GCSE/A-Level equivalent.
• Strong interpersonal skills at all management levels.
• Effective organizational and time management skills.
• Proactive and able to react quickly.
• Able to work autonomously and use own initiative.

How will we support you: The business core values are integral to their corporate culture and guide their actions and decisions. These values include:

• Openness - Embracing change and new opportunities, learning from mistakes and acting with integrity
• Responsibility - Making consistent decisions and committing to them personally, fostering trust and effective teamwork.
• Appreciation - Reflecting on actions, respecting each other, offering clear feedback and celebrating success
• Transparency - Acknowledging concerns and identifying inconsistencies constructively
• Trust - Relying on each other to act swiftly and achieve goals
• Diversity - Valuing diverse backgrounds and experiences to enhance innovation and competitiveness

Compensation We offer a competitive hourly wage plus an annual performance-related bonus. You will receive a generous annual leave up to 35 days which is inclusive of bank holidays. There’s free on-site parking available and you’ll have access to a subsidised restaurant. We offer hybrid working where employees split their time between working remotely (often from home) and working in the office.

Diversity, Equity and Inclusion Equality, diversity, and inclusion policy is centered around creating a diverse and inclusive work environment that values and respects differences. The company promotes diversity through various initiatives and has integrated diversity, equity, and inclusion into its HR strategy. Key aspects of policy include:

• Promoting equal opportunities in recruitment and personnel development
• Ensuring protection against discrimination and fostering respect in everyday business
• Encouraging a diverse workforce to enhance competitiveness, effectiveness and innovation
• Supporting five dimensions of diversity: gender, age and experience, physical and mental abilities, sexual orientation and identity and cultural background