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- Tasks: Manage customer complaints and ensure fair resolutions with empathy and efficiency.
- Company: Join Stellantis, a diverse and inclusive employer committed to equal opportunities.
- Benefits: Gain valuable experience in customer service with potential for permanent role.
- Why this job: Make a real difference by resolving customer issues and enhancing their experience.
- Qualifications: Strong communication skills and a background in handling complaints are essential.
- Other info: Flexible work environment with opportunities for growth and development.
The predicted salary is between 500 - 1500 £ per month.
As a Customer Care Resolutions Specialist, you’ll play a key role in delivering a fair, empathetic, and efficient complaints experience for our customers. You will be responsible for managing a wide range of complaints and disputes relating to the Leasys portfolio, ensuring each case is assessed promptly and resolved appropriately. Your attention to detail, strong communication skills, and understanding of regulatory requirements will help uphold our commitment to delivering exceptional service. This is a 2 month FTC (Fixed term contract) with the potential to transition to a permanent contract.
The main responsibilities include:
- Manage complaints from the Financial Ombudsman Service (FOS), BVRLA, and customers, ensuring timely and appropriate outcomes aligned with our Customer Care policies.
- Assess each case thoroughly to identify potential risks or regulatory concerns, escalating issues where necessary.
- Maintain a strong understanding of relevant legislation, including Consumer Duty, to ensure decisions reflect current regulatory expectations.
- Collaborate with third parties (dealers, brokers, suppliers) and internal teams to fully investigate and resolve complaints.
- Build positive relationships with manufacturer Customer Care and Fleet Support teams.
- Understand how finance products work and what their terms mean for customers.
- Apply regulatory knowledge to evaluate the sales process, including the sale of general insurance products.
- Refer to internal procedures and service level agreements to help identify service gaps and drive resolutions.
- Make well-reasoned decisions on complaint outcomes, including appropriate redress or remedial actions.
- Manage customer data requests, including Data Subject Access Requests (DSARs), ensuring timely and accurate release of personal data in line with GDPR obligations and company procedures.
- Accurately record complaint details and progress using Salesforce.
- Identify and report trends to support root cause analysis and continuous improvement.
- Be flexible in supporting different areas of Customer Care during peak periods.
- Prepare and deliver regular updates on complaint status and related business impacts.
The ideal candidate will have:
- Strong customer focus with a genuine desire to resolve issues positively.
- Background in handling complaints is essential.
- Excellent verbal and written communication skills, with the ability to engage effectively at all levels.
- Skilled in negotiation and handling objections calmly and effectively.
- Adaptable and open to change in a dynamic business environment.
- Previous experience in a customer service role is essential.
- Solid understanding of complaints regulation and related industry standards.
- Excel and Word to Intermediate level.
Customer Care Resolutions Specialist employer: Leasys
Contact Detail:
Leasys Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Resolutions Specialist
✨Tip Number 1
Get to know the company inside out! Research Stellantis and their Customer Care policies. This will help you tailor your approach during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since this role requires excellent verbal and written abilities, try role-playing common customer scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even refer you directly, which can give you a leg up in the application process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team!
We think you need these skills to ace Customer Care Resolutions Specialist
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in handling complaints. We want to see how your skills align with the role of a Customer Care Resolutions Specialist, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since strong communication is key for this role, use clear and concise language in your application. We love seeing candidates who can express themselves well, so make sure your writing reflects that!
Demonstrate Your Customer Focus: We’re looking for someone with a genuine desire to resolve issues positively. In your application, share examples of how you’ve gone above and beyond for customers in the past. This will help us see your commitment to exceptional service.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Leasys
✨Know Your Complaints Inside Out
Familiarise yourself with common complaints and resolutions in the customer care sector, especially those related to finance products. This will help you demonstrate your understanding of the role and show that you're ready to tackle real-life scenarios.
✨Brush Up on Regulatory Knowledge
Make sure you have a solid grasp of relevant legislation like Consumer Duty and GDPR. Being able to discuss these regulations confidently will show that you’re not just a people person but also someone who understands the legal side of customer care.
✨Practice Your Communication Skills
Since strong communication is key for this role, practice articulating your thoughts clearly and concisely. Consider role-playing with a friend or family member to simulate the interview environment and get comfortable with discussing complex issues.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complaints or disputes. Highlight your negotiation skills and how you managed to turn a negative situation into a positive outcome for the customer.
