Customer Remediation Executive

Ayvens; Slough; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading mobility solutions company in Slough is seeking a Customer Remediation Officer for a twelve-month secondment. The successful applicant will manage customer queries and complaints, ensuring compliance with FCA guidelines. Ideal candidates have experience in customer service or finance, excellent communication skills, and an analytical mindset. This role offers the chance to broaden your experience in a high-profile setting while contributing to a customer-focused team dedicated to fairness and compliance.

Qualifications

• Desired experience in customer service, compliance, finance, or operational risk management.
• Excellent verbal and written communication skills.
• Strong organizational and planning skills with ability to meet deadlines.
• Analytical mindset with attention to detail and problem-solving capabilities.
• Ability to manage difficult customer queries constructively.
• Customer-focused with drive for fairness.
• Collaborative working style.
• Commitment to regulatory compliance.
• Experience managing customer expectations in a regulated environment.

Responsibilities

• Manage daily activities for customer remediation within business KPIs and SLAs.
• Log and respond to customer queries timely.
• Manage customer complaints as per guidelines.
• Produce accurate communication letters to customers.
• Process payments to customers using Finance tools.

Skills

Customer service

Compliance

Finance

Operational risk management

Communication skills

Organizational skills

Analytical mindset

Microsoft Office

Job description

Overview

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 agreed SLAs.

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 customers ensuring accuracy and sensitivity of customer data.
• Process payments to customers 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 should have excellent communication skills: verbal and 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.
• Open to supporting continuous improvement and efficiency.
• Commitment to regulatory compliance and risk management.
• 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.

Notes: 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, we would encourage you to apply regardless. 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 they 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.