At a Glance
- Tasks: Handle and resolve customer complaints while ensuring compliance with regulations.
- Company: Join a leading automotive company committed to customer satisfaction and support.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Supportive team environment with training provided and career advancement opportunities.
- Why this job: Make a real difference in customer experiences and enhance the Leasys brand.
- Qualifications: Experience in customer service and complaint handling is essential.
The predicted salary is between 30000 - 35000 £ per year.
The role will be responsible for handling a variety of complaints & disputes received on the Leasys portfolio. It is essential that all complaints are assessed promptly and investigated diligently before deciding upon the outcome and communicating it appropriately. The position requires the role holder to have a robust understanding of the company’s range of products and procedures, together with a working knowledge of the regulatory framework that governs the industry and that which relates specifically to the handling of complaints.
The role is also responsible for the release of data under GDPR and will support in ensuring Data Subject Access Requests (DSAR) are complied, redacted, and dispatched in line with current Data Protection Legislation timelines. This position is primary for enhancing the Leasys brand through continued commitment to our vision and values.
Location: Hybrid (Home‑based with two days per week in Pinley House)
Salary: £30-£35k based on experience
- Complaint Management & Resolution
- Manage and resolve FOS and BVRLA complaints in line with Customer Care processes and regulatory requirements.
- Investigate complaints end-to-end, working with internal teams and external partners (dealers, brokers, suppliers).
- Make fair, well-reasoned decisions on outcomes, including redress, ensuring they withstand regulatory and ADR scrutiny.
- Handle a high-volume caseload, ensuring all complaints are resolved within regulatory timelines.
- Risk, Compliance & Regulatory Knowledge
- Analyse complaints to assess customer risk, identify potential harm, and escalate regulatory breaches or operational issues.
- Maintain strong knowledge of the regulatory framework (including Consumer Duty) and ensure compliance.
- Customer Communication & Experience
- Build and maintain relationships with manufacturer Customer Care and Fleet Support teams.
- Processes, Systems & Data Management
- Use internal procedures and SLAs to identify service failures and determine appropriate resolutions.
- Accurately log and manage complaints using Salesforce or relevant systems.
- Manage Data Subject Access Requests (DSARs), including data gathering, validation, and response delivery.
- Monitor and report complaint trends, supporting root cause analysis and continuous improvement.
- Identify opportunities to improve processes, systems, and customer experience, with evidence-based recommendations.
- Provide regular reporting on complaint status, including business impact and costs.
- Team Support & Operational Effectiveness
- Support team capability through training and acting as a point of reference.
- Demonstrate flexibility across Customer Care functions to support workload demands.
- Meet individual performance targets and contribute to team objectives.
- Participate in projects and initiatives to enhance the overall customer journey.
PERFORMANCE MEASURES:
- Delivery within quality, time and cost objectives.
- Quality checking average score to be in excess of 80%.
- Ensure all complaints receive an acknowledgement letter within 24 hours of receipt.
- Ensure regulatory timescales are respected at 28 and 56 days from receipt.
Previous experience in a customer services environment is essential. Experience in handling complaints in a financial environment. Good knowledge of Complaints Regulation. Excel and Word to Intermediate level. Salesforce experience.
We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability, or gender identity. Stellantis are also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, that recognises organisations that pledge, demonstrate or advocate support to the armed forces community. Service Personnel and their families are therefore encouraged to apply.
Customer Services\Complaint Administrators (Training Provided) in Coventry employer: Leasys
At Leasys, we pride ourselves on being an exceptional employer that values our employees' growth and well-being. With a hybrid working model that allows for flexibility, alongside a commitment to training and development, we foster a supportive work culture where every team member can thrive. Our dedication to compliance and customer satisfaction not only enhances our brand but also provides meaningful opportunities for you to make a real impact in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services\Complaint Administrators (Training Provided) in Coventry
✨Join Customer Support Communities
Get involved in online forums and communities dedicated to customer support, like those on Reddit or specialised Facebook groups. Networking with industry peers can open doors to trainee opportunities with companies like Leasys.
✨Attend Local Job Fairs
Check out local job fairs and career expos, especially those focusing on customer service roles. Meeting potential employers face-to-face can give you an edge over others applying for the trainee position at Leasys.
✨Leverage Your University Resources
If you're still in education, make use of your university's career services—they often have strong ties with companies looking for trainees. They might have insider knowledge about openings at places like Leasys that you're keen on.
✨Showcase Your Soft Skills
Since customer support is all about people, highlight your communication and problem-solving skills in your interactions. When you apply to Leasys, make sure they see your passion for helping others!
We think you need these skills to ace Customer Services\Complaint Administrators (Training Provided) in Coventry
Some tips for your application 🫡
Show off your people skills!:For a customer support trainee role, it's super important to highlight any experience you have in dealing with customers, whether that's through part-time jobs, volunteering, or even helping out at events. We want to see how you connect with people, so share examples of how you've successfully resolved issues or enhanced someone's experience.
Tailor your CV to us!:When applying for a trainee role at Leasys, make sure your CV reflects your enthusiasm for customer support. List any relevant experiences, even if they're informal, and don't forget to mention your communication skills. A concise, clear layout will help us see how you're a perfect fit for our team.
Write about your learning goals!:Since this is a trainee position, we love seeing your motivation to learn and grow. In your cover letter, let us know what you hope to gain from working with us at Leasys. This could include specific skills or knowledge areas—show us you’re keen to dive in and develop your customer support expertise!
Demonstrate your problem-solving skills!:Customer support is all about solving problems, so make sure to highlight any experiences where you've had to think on your feet! Whether it was a tricky school project or helping a friend out, share how you approached the issue and what the outcome was. This will show us you're ready for the challenges at Leasys.
How to prepare for a job interview at Leasys
✨Know Your Customer Support Basics
Make sure you're familiar with the key skills in customer support, like active listening and empathy. Expect questions on how to handle difficult customers or resolve common issues – we might want to hear how you’d approach a real-life scenario, so think of a few examples where you showcased these skills.
✨Brush Up on the Tools
Familiarise yourself with common customer support tools like Zendesk or Freshdesk. Even if you haven't used them before, understanding how they work will show Leasys that you’re proactive and willing to learn. They might ask about your experience with similar software or how you'd adapt quickly to new tools.
✨Show Your Willingness to Learn
As a trainee, emphasising your desire to learn and grow is crucial. Think about what you hope to gain from this experience at Leasys and be ready to discuss how you plan to develop your skills in customer support. Demonstrating a positive attitude and openness to feedback can go a long way!
✨Prepare for Role-Playing
In customer support interviews, it's fairly common to have a role-playing exercise where you'll need to handle a customer query. Practice your approach not just in resolving issues, but also in how you communicate clearly and professionally. This is your chance to shine, so don’t hesitate to showcase your verbal skills!
