Customer Remediation Executive

LPUK LeasePlan UK Ltd; Slough; On-site; GBP 30,000 - 42,000; Full time

Job summary

Ayvens is seeking a proactive finance remediation specialist for a twelve-month secondment to support the Customer Remediation Project. You will manage customer queries, respond within SLA, and ensure fair treatment under FCA Code of Conduct as part of the Finance Remediation team.

You will prepare communications, process payments using finance tools, and uphold regulatory compliance while aiming for accurate redress.

Qualifications

• Experience in customer service, compliance, finance, or operational risk.
• Excellent verbal and written communication.
• Strong organizational and planning skills with deadlines.
• Analytical mindset with attention to detail.
• Ability to handle difficult customer queries constructively.
• Customer-focused with fairness and doing the right thing.
• Collaborative working style across the team and wider business.
• Open to continuous improvement and efficiency.
• Commitment to regulatory compliance and risk management.
• Experience in a regulated environment with service delivery.

Responsibilities

• Manage the daily activities for customer remediation within the business KPIs and SLAs.
• Ensure all customer queries are logged and responded to in a timely and accurate manner.
• Ensure all customer complaints are managed and responded to in line with guidelines.
• Produce communication letters to customers ensuring accuracy and sensitivity of data.
• Process payments to customers using finance tools.

Skills

Customer service

Compliance

Finance

Operational risk management

Communication skills

Organizational skills

Deadline driven

Analytical mindset

Problem solving

Data privacy

Tools

Microsoft Excel

Microsoft Word

Job description

At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move. Twelve month secondment opportunity to support the Customer Remediation Project. Great opportunity to broaden your knowledge or stretch/utilise existing experience within a high profile setting.

Key Purpose

The Finance Remediation team was formed to ensure the timely delivery and accurate redress processes are met, from customer communication through to the payment and finance allocations. As a successful applicant you’ll manage customer queries and communications within the process agreed timelines ensuring the customer is treated fairly at all times in line with the FCA Code of Conduct. You will also manage the customer complaints process, from logging the complaint to responding within the agreeds SLA’s.

Primary Responsibilities

• Manage the daily activities for customer remediation within the business KPIs and SLAs.
• Ensure all customer queries are logged and responded to in a timely and accurately ensuring good customer outcomes.
• Ensure all customer complaints are managed and responded to in line with the complaints handling guidelines.
• Produce communication letters to customer ensuing accuracy and sensitivity of customer data.
• Process payments to customer via our Finance tools.

Skills, Experience & Background

• Desired previous experience in any of the following areas; customer service, compliance, finance or operational risk management.
• You will be able to illustrate excellent communication skills: verbal, written.
• Strong organizational and planning skills with an ability to work to deadlines
• Analytical mindset with attention to detail and problem-solving capabilities.
• Ability to manage difficult customer queries and situations constructively.
• Customer-focused with a drive for fairness and doing the right thing.
• Collaborative working style across the team and wider business.
• Be open minded to support continuous improvement and efficiency.
• Commitment to regulatory compliance and risk management.
• Desired experience managing customer expectations and service delivery in a regulated environment.
• Proficient in Microsoft Office applications (Excel, Word).
• Knowledge of UK financial services regulation and compliance requirements.

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified.

At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align,

What’s the worst that can happen?!

Why Ayvens?

With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions we need to thrive. At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are. Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed.

Follow our page for the latest updates, news, and insights.

*ALD Automotive | LeasePlan are rebranding to Ayvens across all 42 countries by 2025. With over 3.1 million vehicles managed across more than 40 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions we need to thrive. At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are. Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.