Customer Care Resolutions Executive

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. Excellent record keeping skills and attention to detail are a must.

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.

Key Responsibilities:

• Be responsible for all FOS and BVRLA complaints and manage outcomes and how they impact the Customer Care processes and procedures.
• Critical and timely analysis of complaints to assess risk of potential harm to our customers and/or business. Identification and escalation of possible regulatory breaches or operational incidents.
• Thorough understanding of our regulatory landscape with a robust understanding of legislation, such as Consumer Duty.
• Own & investigate complaints thoroughly in conjunction with third parties such as our dealers, brokers, and suppliers in addition to other teams within the business, through to resolution.
• Liaise and build relationships with the manufacturer Customer care and Fleet Support teams.
• Detailed understanding of how the various finance products work, how our finance contracts are put together and what the terms and conditions mean for our customers.
• Understanding of the sales process from a regulatory perspective, including the regulations surrounding the sale of general insurance products.
• Robust knowledge of internal procedures and SLAs so that it can be ascertained if something has gone wrong and how to go about resolving the problem.
• Strong decision-making ability, weighing up all the parts of a complaint, in order to decide the outcome of a complaint on behalf of PSA Finance UK. Taking responsibility for deciding how to put the problem right in terms of redress and/or remedial actions. Having regard that decisions may be open to the scrutiny of ADR bodies and, ultimately, the regulator.
• Excellent communication skills, both verbal and written, with the ability to communicate appropriately and sensitively in all situations. Communications should be fair, clear, and not misleading, must cover all aspects of a complaint and should accurately communicate the decision and details of the decision-making process.
• Complete the gathering of data, compilation, verification, possible exclusions, and dispatch the Data Subject Access Requests received from customers and third parties.
• Appropriate use of complaints management system via Salesforce to provide accurate record keeping of the progress and outcome of each complaint.
• Ability to handle a significant caseload of complaints of some complaint types. Multi-tasking to ensure that complaints are responded to within regulatory timescales.
• Analyse and communicate complaint trends to the management team for Root Cause
• Analysis investigations.
• Relay customer feedback, identify and analyse opportunities to improve processes, products and/or systems, providing recommendations and evidence to support proposed implementation.
• Provide on the job training to new staff as required and act as a point of reference for other department members for all complaint related tasks.
• Demonstrate flexibility and the ability to work within all areas of Customer Care, to cover seasonal peaks in volume of work and as workload dictates.
• Ensure Team Leader is aware of potential issues associated with workflow and backlogs.
• Provide a regular complaint summary that advises the SMT of current status of complaints, detailing costs/losses to the business.
• Meet individual performance targets.
• Participate in department/business projects to generate innovative ideas that add value to the Leasys customer journey.

What we are looking for:

• Individual who is Customer Focussed
• Excellent communication skills with the ability to liaise and communicate with all levels of colleagues and customers are essential.
• Maintains professionalism in all aspects of communication.
• Confident in decision making/prioritisation.
• Good negotiation and objection handling skills.
• Good attention to detail.
• Ability to work to deadlines.
• Adaptive; can adjust to rapidly changing business environment.
• 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

Stellantis is proud to be an equal opportunity employer. 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.

Please contact our recruitment team if you would like to discuss anything further or if you require any form of reasonable adjustments for any part of the recruitment process.