Senior Complaints Handler - Manchester, United Kingdom - Car Finance 247

Car Finance 247

Verified Company

Manchester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About The Role:

£28,000-£33,000

Monday-Friday (37.5 hours per week) between 8:00-6:00pm (flexible).
Here at 247 Money, we are looking for a Senior Complaints Handler to join our friendly Complaints team

As a Complaints Handler for 247 Money, you will be tasked with handling, and resolving complaints, mainly relating to satisfactory quality issues with customer vehicles and associated finance related complaints.

In addition, there are occasional complaints relating to finance agreements, service issues and dealership issues. The role requires the ability to handle a range of complex complaints relating to vehicle quality and roadworthiness.

Key Responsibilities:

Ownership of regulated only complaint cases, working within FCA guidelines, 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.
Fully investigate complaints by taking testimony from the multiple parties involved.
Effective verbal communication with the ability to handle tricky and potentially emotive conversations in a calm and friendly manner.
Log all activity with comprehensive and accurate notes using our own internal Complaints Management system.
Write customer facing letters, including a 'Final Response Letter' when closing a complaint.
Work to ensure that the highest level of service is consistently delivered to the customer.
Achieve individual targets and SLA's set by your manager.
Adhere to TCF, DPA, Consumer Credit Act 1974, and Financial Conduct Authority (FCA) guidelines, specifically dispute resolution (DISP), expanding to new Consumer Duty rules and regulations coming in 202
Opportunity to defend and manage Financial Ombudsman cases, with experience.

About You:

At least 2 years' experience in a customer service role, ideally with experience in complaints
Experience of cars and vehicle quality issues is helpful.
Experience of handling difficult conversations and being confident in doing so, with good negotiation skills.
Ability to work autonomously and consistently practice accurate judgement.
Being able to fully justify your outcomes & costs to complaints to senior management and stakeholders.
Excellent verbal and written communication skills, especially in writing Final Response Letters.
Conscientious and able to work with attention to detail.
Ability to deal with sensitive situations and sometimes vulnerable or challenging customers.

About Us:

Established in 2018, 247Money is on a mission to become the market-leading car finance provider.

Part of the wider 247 group, we're a fast growing and developing provider that leverages the latest technology to put our customers in control of their finance options.

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.