Executive Complaints Team Advisor - Hyundai in Leatherhead

Location: Leatherhead

Work Style: Hybrid – 3 days in office

Salary: Competitive

Contract: Full time – Permanent – 36.25 hours per week

Hours: Monday-Friday, 9am-5pm

We are excited to be able to offer the opportunity to join us as an Executive Complaints Advisor, working for our dedicated manufacturer Hyundai, in Leatherhead. You will be representing The AA within Hyundai’s Executive Complaints Support Team, ensuring that our UK Customer-First Solutions Centre is successful and we are looking for dedicated individuals who are ready to embrace change to join us on this venture. You will have a strong focus on providing a first-class service to customers every single time and committing to resolving complaints and queries, all whilst being someone our customers can really rely upon when they need us most. This is an exciting position and a great opportunity for you to be part of something new and learn new skills.

What will I be doing?

• Handle escalated customer enquiries via phone and email, giving prompt, professional and accurate responses to customer queries and concerns raised.
• Diligent and sensitive handling of challenging customers and retailers to deliver the right resolution for all parties.
• Confidence in communicating with stakeholders within The AA & Hyundai.
• Provide accurate, timely and succinct reporting and notes on executive customer cases as required.
• Responsibility for ensuring that complaint resolution and decision making is made in accordance with policies and processes.
• Proactively and continuously build and maintain Hyundai product knowledge.
• Proactively and continuously build and maintain knowledge on important regulatory policy (e.g., Consumer Rights Act and General Data Protection Regulation).
• Provide knowledgeable and accurate assistance to customers and go the extra mile in providing service satisfaction.
• Adhere to our Service Level Agreement (SLA) to achieve deadlines in resolving customer complaints quickly and effectively.
• Approach every customer interaction with world-leading customer service and professionalism aligned to our brand values.
• Liaise with Hyundai senior executive members to provide updates, manage key Hyundai stakeholders for completion of any actions and support your Team Manager in understanding trends, root cause analysis and ideas to improve the customer experience.
• Communicate with senior stakeholders from across Hyundai and their finance partner to build relationships, gain knowledge and resolve customer issues promptly and effectively.
• Liaise with TMO and handle the TMO cases within service level agreements.
• Undertake the Hyundai buy back and rejection process.
• Analyse Hyundai Complaints data, produce and maintain monthly and ad-hoc reports demonstrating the department’s key KPIs.
• Prepare reports relating to Hyundai Complaints data, root-cause analysis and change management and present these to the leadership team at informal meetings and formal presentations, in an agreed format.

We’re Looking For Someone Who Is

• A skilled individual: you’ll need to be proficient in end-to-end, complex complaint handling.
• A problem solver: you’ll need to be able to actively resolve complaints within our SLA, with the ability to effectively communicate information and reasoning.
• A team player: you will be working with multiple teams and liaising with senior executive members to aid you in resolution of the complaint.
• An explorer: you’ll be working on new systems, so we need you to be curious and inquisitive; learning new information and applying it quickly.
• A self-starter: you’ll be proactive taking pride and ownership in what you do, whilst confidently prioritising your workload.
• A comrade: you will work effectively within a team and be viewed as someone your colleagues can rely upon.

What do I need?

• Previous experience within customer complaints, either as a first point of contact or as a case handler within an automotive environment is essential.
• Excellent written and verbal communication skills.
• Experience of partnering with stakeholders or senior members of staff.
• Knowledge of working within a regulatory environment.
• Ability to prioritise, organise and manage a diverse workload, meeting targets and deadlines, whilst remaining customer focused.
• Ability to work independently, managing your time effectively, as well as part of a team.

Here’s What We Offer You

When working from the Hyundai office, you will be eligible for a free lunch of your choice. 25 days annual leave plus