Manchester
Customer Care
£25,000 - £28,000 Dependent on Experience

About The Role

Here at CarFinance 247 we are currently recruiting for a Senior Complaints Handler to join our Customer Care Team. The Senior Complaints Handler will have responsibility of the end-to-end case management of vehicle and dealership complaints. You will be dealing with issues in relation to non-regulated vehicle quality and will require handling a large workload. The Senior Complaints Handler will be able to confidently liaise with lenders, dealerships, and internal stakeholders to obtain the best customer outcome.

As a Senior Complaints Handler, you must have good understanding of the supply of Goods Act 1982, Consumer Rights Act 2015, Treating Customers Fairly (TCF), Data Protection Act 1998 and the Financial Conduct Authority (FCA) guidelines.

Responsibilities for the Senior Complaints Handler:

  • Conduct yourself in a manner that upholds and promotes the Car Finance 247 Values
  • Ownership of non-regulated complaint cases, ensuring that customers are responded to in a timely manner and complaints are fully resolved.
  • Work in an organised fashion to ensure productivity and effective case management.
  • Effective communication internally and externally including by telephone (inbound and outbound), email and letters format.
  • Log all activity with comprehensive and accurate notes using the Respond system.
  • Investigate complaints by liaising with internal and external stakeholders as well as using internal systems.
  • Write an investigation report to supply evidence to bring the complaint to a conclusion.
  • Write customer facing letters, including a ‘final response’ to resolve the case.

About You

  • A minimum of 3 years’ experience working as a senior complaint’s handler, combined with some leadership experience.
  • A minimum of 3 years’ experience of customer service
  • Ability to lead, motivate and professionally coach a team, using recognised models or techniques.
  • Previous experience of working alongside managers and senior colleagues to help achieve operational and strategic objectives
  • Ability to work autonomously and consistently practicing accurate judgement.   
  • Excellent verbal and written communication skills.
  • Experience of cars and vehicle quality issues.
  • Conscientious and able to work with attention to detail as an individual or as part of a team.
  • Ability to handle our more complex complaints and investigations.
  • Ability to deal with sensitive situations and sometimes vulnerable or challenging customers.
  • Experience of working with the Financial Ombudsman Service and its decisions.
  • Proven experience of delivering at pace and exceeding key performance indicators (KPI’s)
  • Proven ability to handle a demanding caseload and a variety of cases/complaints

About Us

CarFinance 247 is an award-winning business just outside of Manchester City Centre.  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.

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