Complaints Handler

Excellent salary plus car and benefits

My client is a specialist provider of vehicle finance, rental, and insurance products. They are looking for a Complaints/ Customer care handler to join their team.

Your Role - Complaints Handler

To contribute to the delivery of a First Class by responding to and processing all customer/dealer inquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions. Through day-to-day actions ensure compliance of all regulatory requirements and industry standards. To enhance the companies brand through continued commitment to the organisation's vision and values.

Your Responsibilities - Complaints Handler

• Respond to and resolve all complaints received in an appropriate manner, either written or verbal, on contracts.
• Update the Contract Management System and Complaints Database accordingly and in a timely manner
• Liaise with Manufacturer Customer Care teams as appropriate
• Ensure Team Leader is aware of potential issues associated with work queues and workload backlog
• Provide a regular complaint summary that advises the SMT of the current status of complaints, detailing costs/losses to the business
• Meet individual performance targets
• Adhere to formal regulatory processes and policies
• Such other duties as management may from time to time reasonably require.
• Own all customer issues through to resolution
• Work effectively with colleagues in support functions around the business to maximise customer satisfaction
• Monitor own performance to ensure adherence to targets, deadlines, and procedures
• Continually develop own knowledge and skills to ensure achievement of personal, team, and departmental objectives

Your skills - Complaints Handler

• Previous complaints experience within a regulatory environment
• Treat customers/dealers with respect
• Builds long-term relationships with customers/dealers
• Confident in decision-making/prioritisation
• Takes ownership of work queues
• Ability to operate, upon training, e.g. Contract Management System and workflow management
• Good communication skills - verbal and written
• Good negotiation/objection-handling skills

Contact Vicky for more information