- Customer Care & Complaints Specialist
- Temporary ongoing
- Slough
- £24,000 pro rata
- VAC-10972a
The Customer Care & Complaints Specialist will contribute to a first class service by responding to and processing all customer / dealer enquiries through the provision and collation of timely and accurate information. Through day to day actions you will ensure compliance of all regulatory requirements is met. Previous Customer Service/Complaints experience essential together with experience in the automotive or consumer finance industry .
Duties to include:
- Investigate all concerns raised either by phone or in writing, in accordance with company guidelines
- FOS – Knowledge
- Manage complaints from date of receipt until satisfactory conclusion, ensuring all the information has been obtained and all complainants are responded to in accordance with treating customers fairly
- Produce clear and factual responses either in writing or by phone, to all points raised by complainant
- Personally responsible for handling all complaints within company regulations
- Maintaining accurate departmental records
- Achieving and maintaining complaint handling targets
- Offering redress where appropriate
- Providing feedback to business on complaint issues and trends, identifying improvement opportunities and gaining consensus to deliver improvements
- Representing Resolutions when required and raising the profile of the department wherever possible
- Constantly working to support the business via process improvements, education and training
- Taking responsibility for certain complaint types regards to remediation work completed by the business
- Deliver weekly and monthly individual performance measures to team manager
We will respond to your application within 7 days for this vacancy. If you have not received a reply in this time, we will keep your CV on file and contact you when a suitable vacancy arises.
A fundamental part of our service is that you will be required to provide evidence of your right to work in the UK documents.