Complaints Resolution Handler

TN United Kingdom; Glasgow; On-site; GBP 25,000; Full time

Job summary

An established industry player is seeking a Customer Complaints Handler in Glasgow. This role offers a unique opportunity to engage with prominent dealerships and intermediaries while addressing customer complaints in the motor finance sector. With a focus on delivering high-quality customer service, you'll manage complaints throughout their lifecycle, ensuring adherence to industry regulations. Join a dynamic team that values logical thinking and problem-solving skills, all within a supportive environment that promotes career progression. If you're passionate about customer service and ready to take on new challenges, this position could be your next step.

Benefits

Private Medical Cover

Group Life Protection

Life Assurance of 4x annual salary

Opportunities for progression

Qualifications

• Experience in complaint handling within financial services.
• Strong communication and interpersonal skills.

Responsibilities

• Log, manage, and resolve complaints per regulatory guidelines.
• Provide professional service to customers and maintain standards.

Skills

Customer Service

Problem Solving

Communication Skills

Negotiation Skills

Analytical Skills

Job description

Job Description: Customer Complaints Handler

Our client, a leading provider of specialist finance solutions in the UK motor finance market, is seeking a Customer Complaints Handler based in Glasgow. The role offers a 35-hour workweek (5 days with flexible shifts), a salary of £25,000, and the opportunity to work with prominent dealerships and intermediaries, challenging traditional sector approaches with flexible solutions.

Reporting to the Complaints Resolution Team Leader, you will be responsible for addressing and resolving customer complaints throughout the lifecycle of motor finance agreements. The role requires a passion for high-quality customer service, logical thinking, and problem-solving skills to manage complaints efficiently and effectively.

Key Responsibilities:

1. Log, manage, and resolve complaints in accordance with the finance services regulator's requirements and guidelines.
2. Adhere to company procedures and maintain high standards of complaint handling.
3. Own and manage a caseload of complaints until resolution.
4. Provide professional service to internal and external customers, embodying company values.
5. Handle multiple tasks proactively in a fast-paced environment.
6. Liaise with the Financial Ombudsman Service (FOS) on escalated complaints.
7. Collaborate with colleagues to support investigation and resolution processes.
8. Maintain up-to-date knowledge of industry regulations and complaint handling standards.
9. Focus on delivering excellent customer experience during every interaction.

Qualifications and Experience:

• Previous experience in complaint handling within financial services.
• Experience managing customer inquiries both written and verbal.
• Strong communication, negotiation, and interpersonal skills.
• Knowledge of regulatory requirements such as CCA, CCD, DPA, and TCF.
• Familiarity with FCA Handbook regulations (SYSC, CONC, DISP).
• Transparent communication style and attention to detail.
• Strong numerical and analytical skills.

Benefits:

• Private Medical Cover
• Group Life Protection
• Life Assurance of 4x annual salary
• Opportunities for progression

#4680477 - Kieran McGinness