We are recruiting for a very well-known Client based in the Redhill area. They are constantly expanding and looking for a Customer relations executive who has Complaints and disputes handling experience, to join their successful journey. Ideally you will have car finance experience and knowledge of SQ. They have great work ethics and know how to have fun too! It is an ideal company to work for if you want to grow your career in Customer relations.
The role holder will be responsible for handling all complaints & disputes received by the Customer Services department, providing a high standard of customer service and ensuring that regulations are complied with. The role holder will be expected to have a good understanding of the company's range of products and services, together with a thorough knowledge of the computer systems used to record and access information.
" Provide an efficient and effective service for all complaints & disputes received by the Customer Relations department, including complex ADR and MD cases. Ensure that all complaints are managed within company policy and comply with FOS / FCA regulations and guidelines
" Liaise with FOS, manufacturer customer care centre and PSA sales teams in order to agree a resolution
" Record and monitor all complaints & disputes received by PSA Finance UK Ltd, ensuring that service levels and compliance deadlines are met
" Provide on the job training to new staff as required and act as a point of reference for other department members for all complaint related tasks.
" Provide an efficient and effective telephone service to customers, identifying customer needs and acting to ensure they are satisfied, consistent with department quality standards and procedures.
" Maintain and develop up-to-date product, system and process knowledge to act as a centre of expertise and to provide an increasingly effective service to customers
" Relay customer perceptions and comments, identify and analyse opportunities to improve processes, products and/or systems, providing recommendations and evidence to support proposed implementation.
" Demonstrate flexibility and the ability to work within all areas of the department, to cover seasonal peaks in volume of work and as workload dictates.
- £22,000 - £24,000 basic with uncapped earnings
- 26 Days Holiday
- Private Medical
- Car Purchase scheme
-Season Ticket Loan
- Childcare Vouchers
1. Working environment: Deadlines and prioritisation of workflow will be largely self-determined although there will be elements which are dictated by achievement of targets and compliance with regulations. Much of the work dealt with within the Customer Relations Department is complex but with structured procedures already in place. The job holder will need a broad understanding of procedure framework with an ability to analyse how to process different requests and with the ability to tailor specific responses to complex complaints.
2. Decision making scope: The jobholder will be responsible for deciding and implementing the most appropriate course of action to meet the customer's needs, referring to the Customer Relations Team Leader when differing courses of action is feasible.
3. Supervision received: The jobholder will be expected to work within the guidelines of procedures in undertaking their role with the performance of the jobholder being monitored and measured on results against targets. The jobholder may refer to the Customer Relations Team Leader where necessary.
EDUCATION AND EXPERIENCE
Professional qualifications, vocational training, education level:
" 5 x GCSEs 'A-C' level including Maths and English
Previous experience required (please state if essential or desirable):
" Previous experience in a customer services environment is essential
" Essential to have knowledge and experience of administering complex financial data/