End of Contracts Complaints Executive

Leaseplan; Bristol; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Pension scheme

Annual bonus

GAYE scheme

Employee referral bonus (£1,000)

Healthcare options

GymFlex membership

Volunteering days

Job summary

Ayvens in Bristol is seeking an End of Contracts Complaints Executive to lead complaint responses within the End of Contract phase and drive root-cause analysis across the Remarketing process.

You will investigate and reply to EOC complaints within SLAs, track sources of complaints, report on trends, and work with cross-functional teams to minimise risks and improve service delivery to customers. The role requires leadership, people management and excellent communication skills.

Qualifications

• Experience in a leadership position and managing performance focusing on results and behaviours.
• Excellent communication skills (written, verbal, reporting, presentations).
• Proven people management experience including feedback, coaching and performance.
• Excellent time management, planning, organisational and delegation skills.
• Broad knowledge of UK regulated and finance industry and commercial awareness.
• Good standard in IT literacy, MS Office applications.
• Proven experience in managing customer expectations and service delivery.

Responsibilities

• Investigate and reply to all EOC complaints within SLAs and ensure compliance with ALD and regulatory guidance.
• Track and monitor sources of complaints and work with the wider business to address root causes.
• Keep Damage Assessment team updated with process and regulatory developments.
• Compile and share regular reporting around EOC complaints.
• Act as the Remarketing representative in wider complaints forums.
• Support Damage Assessment team as required.
• Minimise business and regulatory risks through rigorous controls.
• Demonstrate effective management, communication, and stakeholder liaison with third parties.

Skills

Leadership experience

People management

Communication skills

Performance management

Time management

Planning and organisation

Delegation

Stakeholder management

IT literacy (MS Office)

Customer service delivery

Tools

Microsoft Office

Job description

The End of Contracts Complaints Executive is responsible for managing customer satisfaction within the Remarketing process, improve the management of complaints at the End of Contract stage and to track the sources of complaints to identify key causes. As the successful applicant, you will work with teams through-out the business to ensure efficient responses to customers.,

• Investigate and reply to all EOC complaints, ensuring responses are within set SLAs and confirm to ALD and regulatory guidance.
• Track and monitor sources of complaints and work with wider business to help reduce the root cause.
• Ensure Damage Assessment team are kept up to speed with developments in process and regulation
• Compile and share regular reporting around EOC complaints
• Act as the Remarketing representative within wider complaints forums.
• Support Damage Assessment team as and when required.
• Minimise business and regulatory risks through rigorous control checks.
• Effective management, clear communication, and professional liaison with all third-party relationships
  A flexible approach and the ability to think on their feet and problem solve independently
• Proven experience in a previous leadership position
• Experience of managing performance, formally or informally, with a focus on both results and behaviours
• Excellent communication skills written, verbal, report writing and presentations
• Proven people management experience including feedback, coaching and performance
• Excellent time management, planning, organisational and delegation skills
• High levels of professionalism and stakeholder management.
• Broad knowledge of UK regulated and finance industry and commercial awareness
• Good standard in IT literacy in particular Microsoft Office applications
• Proven experience in managing customer expectations and service delivery.

Why Ayvens?

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 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.

• Competitive pension scheme
• Annual salary review and bonus scheme
• Give As You Earn (GAYE) scheme
• Employee referral scheme (£1,000)
• Retail discounts programme
• GymFlex membership options
• Cycle to Work scheme Health & Wellbeing Life Assurance
• Health assessment options
• Travel insurance
• Dental insurance
• Critical illness cover
• Personal accident insurance Time Off & Work-Life Balance 25 days' annual leave + an additional Celebration Day
• 37.5 hour week
• Monday to Friday
• no weekends
• Holiday buy & sell scheme
• Volunteer days
• Time allocated for personal development
• Study support (where applicable).
• Workplace & On-Site Facilities Free parking (limited)
• EV charging points
• Bike storage & shower facilities
• Complimentary breakfast
• Staff and social events