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  • Complaints Handler

    Salary: Excellent salary plus car and benefits
    Opening Date: 26/01/2024
    Industry:
    Type: ,
    Location:
    Reference: CH/SL/VK/25JAN

     

    My client is a specialist provider of vehicle finance, rental, and insurance products. They are looking for a Complaints/ Customer care handler to join their team.

    Your Role – Complaints Handler

    To contribute to the delivery of a First Class by responding to and processing all customer/dealer inquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions. Through day-to-day actions ensure compliance of all regulatory requirements and industry standards. To enhance the companies brand through continued commitment to the organisation’s vision and values.

    Your Responsibilities – Complaints Handler

    • Respond to and resolve all complaints received in an appropriate manner, either written or verbal, on contracts.
    • Update the Contract Management System and Complaints Database accordingly and in a timely manner
    • Liaise with Manufacturer Customer Care teams as appropriate
    • Ensure Team Leader is aware of potential issues associated with work queues and workload backlog
    • Provide a regular complaint summary that advises the SMT of the current status of complaints, detailing costs/losses to the business
    • Meet individual performance targets
    • Adhere to formal regulatory processes and policies
    • Such other duties as management may from time to time reasonably require.
    • Own all customer issues through to resolution
    • Work effectively with colleagues in support functions around the business to maximise customer satisfaction
    • Monitor own performance to ensure adherence to targets, deadlines, and procedures
    • Continually develop own knowledge and skills to ensure achievement of personal, team, and departmental objectives

    Your skills – Complaints Handler

    • Previous complaints experience within a regulatory environment
    • Treat customers/dealers with respect
    • Builds long-term relationships with customers/dealers
    • Confident in decision-making/prioritisation
    • Takes ownership of work queues
    • Ability to operate, upon training, e.g. Contract Management System and workflow management
    • Good communication skills – verbal and written
    • Good negotiation/objection-handling skills

     

    Contact Vicky for more information

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