Complaints Officer - Petersfield, United Kingdom - Moneybarn

Moneybarn

Verified Company

Petersfield, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Company Description

Vanquis Banking Group has a rich history dating back to 1880.

The company was founded in Bradford by Joshua Kelley Waddilove as The Provident Clothing and Supply Company to help people access finance and goods who couldn't from traditional lenders.

Today, Vanquis Banking Group is a FTSE All Share company listed on the London Stock Exchange with around 1.6 million customers and plays the same role in people's lives today, as it did when it was founded.

Vanquis Banking Group is a unified group made up of two brands: Vanquis (cards and loans) and Moneybarn (vehicle finance).

While they offer different products and services, they share the common purpose and customer-centric values at the heart of our group.

We understand our customers are real people with varied life experiences, so everything we do from our products to our customer experience is designed with this in mind.

Job Description:

12 Month FTC

You and Your Team
Complaints can arise at any point in a customer's journey with us and for a variety of reasons.

What's important though is that we're able to get to the bottom of what has happened and come up with a resolution that works well for everyone.

By taking ownership of a complaint from the point it's raised all the way through to the resolution you have a fantastic opportunity to constantly build on your skills and learn something new every day.

As the Complaints Officer you will be working as part of a Complaints Team to manage customer complaints and to assist in maintaining procedures that are FCA compliant.

Role Responsibilities

Respond to and seek to effectively resolve customer complaints that are escalated from other parts of the business, in line with the company's complaints procedures taking into account relevant regulation and legislation within strict deadlines dictated by the Financial Conduct Authority (FCA)
Use of various mediums to investigate and gather information in relation to the specific complaints
Develop reporting procedures and provide root cause analysis information
Provide information to Team Leaders and Complaints Manager to create and maintain management reports to the Executive Management team and provide feedback on existing and emerging trends
Liaise with internal departments and suppliers, brokers, mechanical engineers etc. to obtain information to investigate a complaint thoroughly
Negotiation with dealers and brokers in relations to costs, repairs, and contractual obligations
Responsible for recommending dealerships to be placed on a "DND list" and providing insight to the business if conduct and responsibilities do not meet the expected standards of Moneybarn
Responsible for maintaining good relationships with our suppliers and brokers and encouraging positive outcomes for all parties involved in the complaints process
Calculating appropriate reduced return of advance (ROA) payments and negotiating with suppliers to reach an agreed value
Ensure that feedback is provided through the appropriate channels regarding the outcome of a complaint
Ensure that once a complaint is closed, the account is handed back to the relevant department with full details of the resolution offered ensuring that any remedial and corrective arrangements are completed
Accountable for own complaints from inception to final response and using own judgments to make decisions in relation to compensation for loss of use, redress and gestures of goodwill (GOGW) within company policies
Arrange for, and follow up on, any compensation or other action offered to a customer including the provision of hire vehicles and alternative transport costs for the customer
Decide where customer credit files require amendments and corrections and arrange for these to be processed as part of the complaint resolution
Compose final response letters to Complainants, outlining the details of the investigation and providing a clear and concise conclusion to include any offers made to address redress, compensation and GOGW
Liaising with the Litigation Department to provide detailed accounts of the complaints and assisting them with relevant information for letters before action (LBA's)
Responsible for concluding that agreements should be unwound and providing the Team Managers with detailed evidence and information to support the Unwind decision
Responsible for confirming when HPI markers (if appropriate) can be removed when a complaint has been concluded
Required to keep abreast of changes in Legislation, industry changes, Manufacturer's recalls, changes in MOT regulations and any other policies that effect the complaints procedures.
You must adhere to the FCA Conduct rules

Hours are 37.5 per week with a flexible approach. The Complaints Team are open 8am-8pm Monday-Thursday. Friday 8am-6pm and Saturday 9am-5:30pm.

Saturdays will be required to work on a rotational basis.

Qualifications:

Essential