Location
Manchester
Department
Complaints
Advertising Salary
£23,000 - £25,000 Dependent on Experience

About The Role

Here at CarFinance 247 we are currently recruiting for a Complaints Handler to join our Customer Care Team. The 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 Complaints Handler will be able to confidently liaise with lenders, dealerships, and internal stakeholders to obtain the best customer outcome.

As the 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 2018 and the Financial Conduct Authority (FCA) guidelines.

Responsibilities for the 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’ letter.

About You

• At least 2 to 3 years’ experience as a complaint handler.

• At least 2 to 3 years’ experience of customer service.

• Experience of cars and vehicle quality issues.

• Experience of handling difficult conversations and being confident in doing so.

• Ability to work autonomously and consistently practice accurate judgement.

• Excellent verbal and written communication skills.

• Conscientious and able to work with attention to detail.

• Ability to deal with sensitive situations and sometimes vulnerable or challenging customers.

• Proven experience of delivering at pace and meeting and/or exceeding key performance indicators (KPI’s).

• Proven ability to handle a wide-ranging 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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