Escalations Complaint Handler

About The Role

Here at Car Finance 247 we are looking to recruit an experienced escalated complaints handler to join our Customer Care Team!

As an Escalated Complaints Handler, you will be able to have difficult conversations confidently with our Customers, Lenders, Dealerships and internal stakeholders to obtain fair customer outcomes whilst maintaining our high standards in Compliance and Quality Assurance.

As the Escalated Complaints Handler, you will take complete ownership of a complaint once it has been assigned by your team leader or manager. This should be achieved whilst providing an exceptional level of service, showing empathy whilst solving queries, and handling complaints in a timely and professional manner. This is a great opportunity for people focused individuals who want to become part of a market-leading business that prides itself on employee development and well-being.

Monday-Friday

Responsibilities Include:

• Owning non-regulated and/ or regulated complaint cases, ensuring that customers are responded to in a timely manner and complaints are fully resolved.
• Working in an organised fashion to ensure productivity and effective case management.
• Monitoring and managing case load.
• Communicating with other complaint handlers within the department.
• Working towards good customer outcomes.
• Effective communication internally and externally.
• Prioritising workload and case management to be effective and efficient.
• Identifying trends and opportunities to improve the complaints processes

• Experience of working in a financially regulated business as a complaint handler.
• Understand the FCA-regulated complaints handling process and have written Final Response Letters.
• You've got a keen eye for detail, and you are excellent at explaining things.
• Strong organisational skills and workload management.
• Excellent written and verbal communication skills.
• Hard working, determined and resilient.
• Comfortable working under pressure, proactive and uses own initiative.
• Experience of handling difficult conversations and being confident to do so.
• Building strong working relationships with internal and external clients.
• Ability to confidently communicate and articulate outcomes to senior management.

• Subsidised Onsite Parking.
• Free fruit, barista bar and juice bar.
• Onsite gym.
• Free transport to and from Piccadilly.
• Birthday off!
• Enhanced maternity, paternity and adoption leave pay.
• Time off from day-one for fertility appointments.
• Discount club.
• Healthcare Cash plan.
• Free Employee Assistance Programme.
• Excellent career progression across the business.

At Car Finance 247 our determination and strong team culture have helped us become the number one online car finance broker in the UK. We are one of the UK’s fastest growing privately owned businesses, having ranked in the Sunday Time Fast Track 100 for each of the last 4 years.

We create personalised and high-quality customer experiences driven by outstanding tech, streamlined process and most importantly, amazing people. Over the next 12 months we have exciting upcoming projects to cement our position as market leaders in every aspect of our business and that journey starts with attracting the best talent.

As an equal opportunity’s employer, the 247 Group is committed to the equal treatment of all current and prospective employee’s and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.