End of Contracts Complaints Executive

Ayvens; West of England; Sur place; GBP 32 000 - 48 000; Plein temps

Avantages offerts par ce poste

Competitive pension

Bonus scheme

Employee referral scheme

Retail discounts

GymFlex membership

Cycle to Work

Résumé du poste

Ayvens is seeking a proactive End of Contracts Complaints Executive to join the Bristol-based Remarketing Team. You will manage End of Contract complaints, drive root-cause analysis, and ensure timely, compliant responses.

The role requires collaboration across teams to improve customer satisfaction and maintain regulatory alignment. The position is permanent, on-site at the Bristol Office, with responsibilities spanning investigation, reporting, stakeholder liaison, and cross-functional support

Qualifications

• Proven leadership in a previous role with the ability to manage performance and behaviours.
• Excellent written and verbal communication, including reports and presentations.
• Experience of people management, coaching and performance feedback.
• Strong time management, planning and organisation with delegation skills.
• High professionalism and stakeholder management, with awareness of UK finance/regulatory context.
• Good IT literacy, especially MS Office applications.
• Experience in managing customer expectations and service delivery.

Responsabilités

• Investigate and reply to all EOC complaints within SLAs and regulatory guidance.
• Track and monitor complaint sources and work to reduce root causes.
• Keep the Damage Assessment team updated with process and regulatory developments.
• Compile and share regular reporting on EOC complaints.
• Represent Remarketing in wider complaints forums.
• Support the Damage Assessment team as required.
• Minimise business and regulatory risks through rigorous control checks.
• Liaise professionally with third-party relationships.

Connaissances

Leadership experience

Performance management

Communication skills

People management

Time management

Professionalism

Stakeholder management

UK finance knowledge

IT literacy

Customer expectations management

Outils

Microsoft Office

Description du poste

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.

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.

This role is permanent within the Remarketing Team and is on‑site at the Bristol Office.

Key Responsibilities

• 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

Skills, Experience and Background

• 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.

What we offer

Rewards & Financial Benefits

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

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 or current hours don’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!

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.

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.