Complaint Liaison Officer - Sevenoaks, United Kingdom - Blue Motor Finance Ltd

Blue Motor Finance Ltd

Verified Company

Sevenoaks, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job purpose

The role is part of a team who ensure timely and accurate administration of any complaints received by the company including the companys introducers and customers.

The team also ensure all responses are completed in line with the current FCA and CCA regulations and the companys policies and procedures.

This is a growing and developing role along with the growth of the department.

We are looking for self-motivated, experienced complaint handlers who are able to work autonomously to offer the best resolution to our customers whilst insuring Blues integrity.

Dimensions

The key aspects of the role:

To work as part of a motivated team, sharing successes and key learnings 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 decisionmaking process, communicating your reasoning, ensuring we meet our obligations with relevant legislation including the Consumer Credit Act, FCA, FOS and the FLA code of practice, whilst keeping the customer at the heart of what we deliver
Establish telephone contact with customers to gain a full understanding of their complaint 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 3rd party service providers, dealer networks and the sales team to review and resolve any quality concerns
To maintain complaints database with correct and relevant information at all times

Standard requirements:

Ensure regulatory responses are issued correctly and on time
Keep electronic and paper filing in order at all times
Keep up to date with the companys products
Present the company in a professional manner at all times

Knowledge, skills and experience required

Qualifications:

Good educational background with proficiency demonstrable in maths and English

Experience

Experience of working within the motor finance industry with a minimum experience of 12 months handling vehicle quality issues and complaints
Knowledge the FCAs Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty
Knowledge of GDPR and DPA act
Ability to understand and comply with documented processes, policies and procedures
Excellent verbal and written communication skills

Interpersonal

Someone who loves to learn and do well, and is keen to develop their career
Adaptable and flexible
Ability to work as part of a team but also individually
Reliable
Excellent planning and organisational skills
Enthusiastic can do attitude
Able to work under pressure to tight deadlines
Accuracy and attention to detail
Professional and well presented
Establishes effective working relationships
Customer focused approach

Additional information

Perm / 37.5 hours a week (8.5 hours per day inc. 1 unpaid hour for lunch = 7.5 hours a day)
Able to reliably commute to office
Monday to Friday 9am to 5.30pm
Report directly to the Complaints Team Leader.