Complaints Handlers – Motor Finance:

• Contract Type: Contract
• Day Rate: £175
• Contract Duration: 6 months
• Location: Hybrid/London
• Availability: Immediate

Key Responsibilities:

• Document and enter complaints into our Customer Management System (CMS).
• Convey insights to various business sectors regarding the origins of complaints, presenting recommendations to minimise potential future risks.
• Communicate resolution outcomes to customers both verbally and in writing, elucidating decisions and available options.
• As appropriate, determine appropriate compensation levels, assuming responsibility for selecting the optimal solution.
• Maintain precise records, ensuring comprehensive logging of all complaint details.
• Champion outstanding customer service directed towards customers, lenders, or dealerships.
• Wholeheartedly embrace the principles of “Treating Customers Fairly” and conduct business in alignment with these principles.
• Actively seek personal skill enhancement to enhance the company’s service by identifying training needs with your supervisor.
• Engage in negotiations with dealers regarding costs, repairs, and contractual commitments.
• Adhere to FCA Conduct rules at all times.
• Collaborate with internal departments, dealers, lenders, and mechanical engineers to gather information for thorough complaint investigations.

Skills:

• Demonstrated experience in a Motor Finance complaints role, handling intricate complaints.
• A minimum of 2 years of customer-facing complaint resolution experience preferably in Motor Finance
• Familiarity with FCA regulations and a practical understanding of the Financial Ombudsman Service.
• Proficient in negotiation and influencing skills.
  Capable of performing under pressure and meeting deadlines.
• Comprehension of the legislation governing the business, with an ability to discern its impact on operations.