At a Glance
- 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 contract.
- Other info: Flexible work environment with opportunities for growth and development.
- 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.
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 in Coventry employer: Leasys
Stellantis is an exceptional employer that prioritises a supportive and inclusive work culture, making it an ideal place for a Customer Care Resolutions Specialist. With a strong commitment to employee growth and development, you will have access to training opportunities and the potential for a permanent contract after your initial fixed-term role. Located in a dynamic environment, Stellantis values diversity and offers a range of benefits, including recognition for supporting the armed forces community, ensuring that every employee feels valued and empowered to make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Resolutions Specialist in Coventry
✨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 you'll be dealing with complaints, being able to articulate your thoughts clearly is key. Try role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨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 proactive and serious about joining the team.
We think you need these skills to ace Customer Care Resolutions Specialist in Coventry
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Care Resolutions Specialist role. Highlight your experience in handling complaints and your strong communication skills, as these are key to what we’re looking for.
Showcase Your Skills:Don’t forget to emphasise your attention to detail and understanding of regulatory requirements. We want to see how you’ve applied these skills in previous roles, so give us some solid examples!
Be Personable:Remember, we’re all about delivering exceptional service. Use a friendly tone in your application to show us your customer focus and genuine desire to resolve issues positively. It’ll help you stand out!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Leasys
✨Know Your Stuff
Make sure you brush up on the relevant legislation, especially around Consumer Duty and complaints regulation. Being able to discuss these topics confidently will show that you’re serious about the role and understand the industry standards.
✨Showcase Your Communication Skills
Since this role requires excellent verbal and written communication, practice articulating your thoughts clearly. You might even want to prepare a few examples of how you've successfully resolved complaints in the past to demonstrate your skills.
✨Be Empathetic and Fair
As a Customer Care Resolutions Specialist, empathy is key. Think about how you can convey your understanding of customer frustrations during the interview. Share stories that highlight your ability to handle complaints with care and fairness.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific complaint scenarios. Prepare by thinking through potential situations you might face in the role and how you would resolve them, keeping in mind the importance of collaboration with third parties and internal teams.
