At a Glance
- Tasks: Handle customer complaints and disputes, ensuring fair resolutions and compliance with regulations.
- Company: Join a leading automotive company committed to customer satisfaction and innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Supportive team culture with a focus on continuous improvement and career development.
- Why this job: Make a real difference in customer experiences while developing your skills in a dynamic environment.
- Qualifications: Experience in customer service and complaint handling, with strong communication skills.
The predicted salary is between 30000 - 35000 £ per year.
PURPOSE SUMMARY: 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.
Location: Hybrid (Home‑based with two days per week in Pinley House)
Salary: £30-£35k based on experience
PRINCIPAL ACCOUNTABILITIES:
- 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. Apply understanding of finance products, contracts, and the regulated sales process (including general insurance).
- Customer Communication & Experience: Communicate clearly and sensitively (written and verbal), ensuring responses are fair, accurate, and transparent. 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.
- Reporting, Insight & Continuous Improvement: 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. Escalate workflow issues and backlogs to the Team Leader as required. Meet individual performance targets and contribute to team objectives. Participate in projects and initiatives to enhance the overall customer journey.
PERFORMANCE MEASURES:
- Customer Feedback
- Other departmental feedback within Leasys and from our dealers, brokers and suppliers
- Achievement of departmental and individual targets and objectives
- 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.
- Ensure FOS and BVRLA requests are handled and actioned within given timescales.
ABILITY AND SKILLS PROFILE:
- Customer Focused
- 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.
KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:
- Previous experience in a customer services environment is essential.
- Experience in handling complaints in a financial environment.
- Good knowledge of Complaints Regulation.
IT SKILLS PROFILE:
- 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.
Customer Care Resolutions Specialist in Leicester employer: Leasys
At Stellantis, we pride ourselves on fostering a supportive and inclusive work environment that prioritises employee growth and development. As a Customer Care Resolutions Specialist, you will benefit from a hybrid working model, allowing for flexibility while being part of a dynamic team dedicated to enhancing customer experiences. With a commitment to continuous improvement and a strong focus on compliance, you'll have the opportunity to make a meaningful impact within the company and the wider community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Resolutions Specialist in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Leasys. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Leasys before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Resolutions Specialist in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Leasys:Your cover letter is your chance to shine! Tell us why you want to work at Leasys specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Leasys!
How to prepare for a job interview at Leasys
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
