Customer Care Specialist - Complaints

Connect Recruitment; Slough; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading recruitment company is seeking a Customer Complaints Handler to manage and resolve customer inquiries effectively. The role requires strong complaint resolution skills and familiarity with industry regulations. Ideal candidates will have experience in the automotive or finance sectors, demonstrating the ability to meet compliance standards while enhancing customer satisfaction.

Qualifications

• Experience of resolving complaints through formal responses.
• Track record in handling complaints, especially with Financial Ombudsman Service.
• Telephony experience in a contact centre setting.

Responsibilities

• Resolve customer complaints and ensure compliance with regulations.
• Update relevant databases and manage complaint trends.
• Liaise with stakeholders for effective issue resolution.

Skills

Complaint Resolution

Telephony Expertise

Regulatory Knowledge

Education

Minimum of A levels or equivalent

Tools

Excel

Word

Job description

You will be responsible for responding to and processing all customer/dealer enquiries 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 brand through continued commitment to the organisation's vision and values.

PRINCIPAL ACCOUNTABILITIES:

• Address, investigate and resolve all complaints promptly, meeting regulatory deadlines.
• Own all customer issues through to resolution.
• Liaise professionally with Retailers and Manufacturer teams as appropriate.
• Respond to the Financial Ombudsman Service timely and appropriately.
• Update the Contract Management System and Complaints database accordingly and in a timely manner.
• Ensure Team Leader is aware of potential issues associated with work queues, delays and complaint trends.
• Provide complaint summary that advises the SMT of current status of complaints, detailing costs/losses to the business.
• Adhere to formal regulatory processes and policies.
• Work effectively with colleagues in support functions around the business to gain resolution to complaint.
• Monitor own performance to ensure adherence to targets, deadlines and procedures.
• Responsible for meeting individual performance targets and management of cases.
• Participate in department/business projects to generate innovative ideas that add
• Continually develop own knowledge and skills to ensure the correct information and fair outcomes are provided to Customers.
• Such other duties as management may from time to time reasonably require.
  
  

KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:

• Resolving complaints through a final response letter (Essential)
• Proven track record of working with and handling complaints (Essential)
• Experience of Financial Ombudsman Service complaints (Essential)
• Experience in the automotive or consumer finance industry (Preferred)
• Strong telephony expertise within a contact centre or similar environment (Preferred)
• Familiarity with relevant regulations and legislation (Preferred)
• Minimum of A levels or equivalent
  
  

IT SKILLS PROFILE:

• Excel and Word to Intermediate level
• Workflow management