At a Glance
- Tasks: Manage escalated customer complaints and ensure compliance with industry regulations.
- Company: Join a leading company focused on exceptional customer experience and compliance.
- Benefits: Competitive salary, full-time hours, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continuous improvement and collaboration.
- Why this job: Make a real difference in customer satisfaction while driving compliance across the organisation.
- Qualifications: Knowledge of Consumer Rights Legislation and strong communication skills required.
The predicted salary is between 32000 - 35000 £ per year.
We are seeking a highly skilled and customer-focused individual to join our team as a Customer Complaints and Compliance Specialist, to be based within our state of the CX Centre, reporting to our Group Customer Experience Director. In this pivotal role, you will take ownership of managing escalated customer complaints, addressing Motor Ombudsman and GDPR-related cases, and conducting comprehensive root cause analysis across several customer feedback channels. This includes reviewing feedback from online review platforms, customer surveys, direct customer interactions, and internal reports to identify key patterns and underlying issues that impact customer satisfaction and compliance. You will also play a key role in driving continuous improvement by working cross-functionally to implement solutions that address recurring issues and enhance our levels of customer experience.
In addition to complaint management and root cause analysis, you will be responsible for guiding all managers with the knowledge to handle customer complaints in line with industry regulations and company policies. You will be instrumental in driving compliance across various business areas, helping to embed a first-class customer experience mindset throughout the organization. If you have a passion for driving customer experience, strong understanding of compliance standards, and a proven track record of driving improvement initiatives, we would love to hear from you.
Key responsibilities:
- Manage complaints: Handle, investigate, and aid in resolving escalated customer complaints including Ombudsman and GDPR Complaints ensuring effective, empathetic communication and problem-solving.
- Investigate and report: Investigate potential GDPR complaints and breaches and report findings to management, and relevant regulatory partners bodies. Maintaining meticulous logs of events, investigations and actions taken.
- Conduct audits and risk assessments: Perform regular audits and risk assessments to identify potential compliance gaps and weaknesses.
- Renew and implement policies: Monitoring regulatory changes to feed required updates into the policies and procedures, ensuring regulatory and legal compliance across all business areas.
- Coaching & Training: Coaching and training departmental managers/supervisors on handling customer complaints in line with compliance regulations, policies, and procedures.
- Liaise with stakeholders: Work with internal departments, legal teams and regulatory partners to ensure all parties understand and comply with rules and regulations. Act as the primary liaison with departmental managers on handling of customer complaints to deliver good customer outcomes.
Required skills and qualifications:
- Knowledge: Proficiency in all areas of Consumer Rights Legislation and GDPR compliance is a minimum requirement. Must possess the requisite knowledge and skills to ensure full compliance.
- Communication and interpersonal skills: Strong verbal and written communication, with the ability to explain complex information clearly and empathetically.
- Attention to detail: Meticulous and organized approach to investigating complaints, handling policies, audits, and investigations.
- Analytical and problem-solving skills: Ability to assess situations, identify issues, and develop effective solutions to proactively implement and embed.
- Integrity and ethical judgment: Strong ethical compass to ensure the company operates with integrity and in line with our business values and Chairman’s Promise.
Basic Salary - £32-35k dependant on experience. Hours of work – Full Time, 40 hours per week.
Complaints and Compliance Specialist in Falkirk employer: Peoples Ford
Peoples Automotive Group is an exceptional employer located in Falkirk, offering a dynamic work environment for Commercial Vehicle Technicians. With a strong emphasis on employee development, including extensive training for Electric and Hybrid vehicles, and a supportive management team, we prioritise your growth and work-life balance. The added benefit of a £2k joining bonus makes this an attractive opportunity for those looking to advance their careers in the automotive industry.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints and Compliance Specialist in Falkirk
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Peoples Ford. 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 Peoples Ford 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 Complaints and Compliance Specialist in Falkirk
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 Peoples Ford:Your cover letter is your chance to shine! Tell us why you want to work at Peoples Ford 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 Peoples Ford!
How to prepare for a job interview at Peoples Ford
✨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.
