Customer Remediation Executive in Slough

A twelve month secondment opportunity to support the Customer Remediation Project. This is a great opportunity to broaden your knowledge or stretch/utilise existing experience within a high profile setting.

Key Purpose

The Finance Remediation team was formed to ensure the timely delivery and accurate redress processes are met, from customer communication through to the payment and finance allocations. As a successful applicant, you’ll manage customer queries and communications within the process agreed timelines ensuring the customer is treated fairly at all times in line with the FCA Code of Conduct. You will also manage the customer complaints process, from logging the complaint to responding within the agreed SLAs.

Primary Responsibilities

• Manage the daily activities for customer remediation within the business KPIs and SLAs.
• Ensure all customer queries are logged and responded to in a timely and accurate manner ensuring good customer outcomes.
• Ensure all customer complaints are managed and responded to in line with the complaints handling guidelines.
• Produce communication letters to customers ensuring accuracy and sensitivity of customer data.
• Process payments to customers via our Finance tools.

Skills, Experience & Background

• Desired previous experience in any of the following areas: customer service, compliance, finance or operational risk management.
• Excellent communication skills: verbal and written.
• Strong organizational and planning skills with an ability to work to deadlines.
• Analytical mindset with attention to detail and problem-solving capabilities.
• Ability to manage difficult customer queries and situations constructively.
• Customer-focused with a drive for fairness and doing the right thing.
• Collaborative working style across the team and wider business.
• Open-minded to support continuous improvement and efficiency.
• Commitment to regulatory compliance and risk management.
• Experience managing customer expectations and service delivery in a regulated environment.
• Proficient in Microsoft Office applications (Excel, Word).
• Knowledge of UK financial services regulation and compliance requirements.

At Ayvens, we are committed to building a diverse, inclusive, enjoyable and authentic workplace. If you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless!

Why Ayvens?

With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients.

At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy.

Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed.