Complaints Officer - Leeds, United Kingdom - Novuna

Novuna

Verified Company

Leeds, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you passionate about delivering outstanding customer service? Do you have great communication and listening skills? Are you someone who builds relationships easily with others, making them feel valued and supported?

If your answer is 'yes' to all of these, keep reading.

Want to know a little about us?

At Novuna Consumer Finance, we provide fast, flexible finance solutions for some of the UK's biggest retail brands.

Whether customers are buying furniture for their new home, an important piece of jewellery, or home electrical goods, we're passionate about delivering phenomenal customer experiences.

We're proud to be a
Top 50 Inclusive employer, and we're number 15 in
Glassdoor's Top 50 Employer list.

What does the role involve?

As part of the Consumer Finance division, the Customer Care team is responsible for investigating and resolving both customer complaints and Section 75 claims, ensuring the highest possible standard of service is provided to our customers.

You will be responsible for making sure every customer receives a positive customer experience on every contact, and that all customers receive a fair outcome.

This is a hybrid position, whereby the team work from our Leeds office from 1-2 days a week.

Some of your key duties will include:

Deliver and demonstrate fair customer outcomes to all Novuna customers
Investigate and resolve customer complaints and merchandise claims, both verbally and in writing
Responsible for highlighting opportunities, red flags, and trends for analysis so our customer experience and outputs can be improved
Capture and accurately record complaint MI to help improve our customer experience

What are we looking for?

You must be able to demonstrate a true passion for delivering outstanding customer service ideally in a Financial Services setting, if you have knowledge of the end-to-end complaints process that would be beneficial too.

Most importantly, you will be someone who can demonstrate empathy and trust, making every customer feel valued and supported.

Also, we're looking for the following skills:

Building strong relationships with colleagues and customers
Planning your own day and prioritise work effectively
Completing tasks following defined process with strong attention to detail
Section 75 Knowledge (nice to have)

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you'll have a
chance to make a difference, opportunities to learn, and time to shine.

In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:

Flexible hybrid working
25 days' holiday, plus bank holidays and the option to buy/sell 5 days
Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

What's the next step?

Novuna is a consciously inclusive employer, and we encourage applicants from all backgrounds.

**#LI-Hybrid