Complaints Handler

Complaints Handler - full time onsite initially (likely 6 months, the 2 days per week once signed off as compliant)

We are looking for Serious Quality Defect experienced complaint handlers as part of a team who ensures timely and accurate administration of any complaints received by the company, including the company's introducers and customers. The team also ensure all responses are completed in line with the current FCA and CCA regulations, as well as the company's policies and procedures.

Responsibilities:

• To ensure that all inbound complaints are thoroughly investigated within regulatory time frames.
• To openly and fairly review each customer complaint without bias or personal opinion.
• To take ownership throughout the decision-making process, communicating your reasoning, ensuring obligations are met with relevant legislation, including the Consumer Credit Act, FCA, FOS and the FLA code of practice, while keeping the customer at the heart.
• Establish telephone contact with customers to gain a full understanding of their complaints in order to progress to a fair outcome as quickly as possible.
• Ensure that all complaints are handled with the highest standard of customer care.
• Build excellent relationships with third-party service providers, dealer networks and the sales team to review and resolve any quality concerns.
• To liaise confidently with 3rd parties to investigate appropriately
• To maintain a complaints database with correct and relevant information at all times.

Experience:

• Ideally deep knowledge of Leasing, PCP and Hire Purchase finance products
• Must have strong complaints investigation skills, to be able to challenge evidence provided
• Must have strong telephony skills to speak to customers and dealers
• Must have strong understanding of CRA and DISP rules
• Be able to understand 'materiality' when assessing complaint to provide appropriate redress calculations (calculator and policy provided)
• Experience working within the motor finance industry with experience handling vehicle quality issues and complaints or Section 75 claims on lending products
• Knowledge of the FCA's Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty
• Knowledge of GDPR and the DPA Act
• Ability to understand and comply with documented processes, policies and procedures
• Excellent verbal and written communication skills
• Self-motivated and able to work autonomously

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.