Complaints Specialist

Regulatory Compliance Complaints Specialist - Inchcape UK Retail

Full Time - 40 hours per week

Work from home/local dealership, travel for key meetings required.

Providing first class to support to our business

The role of the Complaints Specialist is to support the compliance team and the wider business, working particularly closely with the Customer Experience Team, Legal Team and Heads of Business / managers at retail centres in ensuring that we have dedicated focus in recording and responding to customer FCA regulatory complaints either directly from customers or via certain external sources professionally, consistently and within appropriate timeframes.

This role demonstrates our commitment to putting our customers at the heart of everything that we do.

What we can offer you

• 33 days’ annual leave, including bank holidays (pro rata)
• Retail discounts that save you money every day
• Gym discounts, cash healthcare plans, and a cycle-to-work scheme
• Car discounts for new and used purchases and servicing
• Flexible pension scheme and Sharesave scheme to grow your savings
• Family-friendly policies that help you spend more time with the people that matter
• A wellbeing programme to support you and your family
• An annual celebration to recognise outstanding work
• A community volunteering day
  

What you'll do day to day

• Ensuring all FCA regulatory complaints from specific external sources are logged on the central system appropriately
• Complaints system is maintained appropriately regarding FCA regulatory complaints
• Support wider business with advice in dealing and resolving FCA regulatory complaints
• Respond to customers where appropriate, the Financial Ombudsman Service (FOS), Claim Management Companies (CMC)s and legal firm claims/complaints relating to FCA regulatory matters
• Review MI produced on FCA regulatory complaints and recommend any appropriate action
• Provide MI to support the Chief Risk Officer in reporting both externally and internally
• Create and maintain working documents and processes/work flows to demonstrate the approach to FCA regulatory complaints
• Support the regulatory compliance specialists within the compliance team with tasks associated with FCA regulatory training and reviews
• Attend meetings with internal/external stakeholders to obtain best practice processes
• Assisting/supporting the compliance department with ad hoc queries and projects

Helpful skills and qualifications

Don’t worry about ticking off every single skill here - if you care about delivering great experiences as much as we do, we want to hear from you.

• Knowledge of sales process and FCA regulatory compliance desired
• Customer service experience, both internal and external
• Capability of reading and interpreting FCA regulatory requirements complaints
• Capabiltiy of responding in writing to complaints in a professional and accurate manner
• Good written and verbal communications skills
• Ability to work well in a team
• Strong time management
• Be prepared to deliver consistent and accurate information to tight deadlines

Who we are

Inchcape is a global automotive group that sells, services, and repairs the world’s best-known car brands, from Audi, Toyota, Volkswagen, and Lexus to BMW, Jaguar, Land Rover, and Mercedes-Benz.

But you don’t need to love cars to work with us - you just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people.

That’s why we believe Inchcape is for everyone.