Customer Resolutions Executive
Pay rate £10.98 per hour
We are currently recruiting for Customer Resolutions Executive on behalf of our client.
Successful candidate will be responsible for owning the investigation, resolution and outcome of any expressions of dissatisfaction (complaints) from Customers.
This role is required to deal with an extensive variety of complaints, systems and processes whilst being fully compliant with relevant legislation including but not limited to (Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS), Treating Customers Fairly (TCF) and relevant Vulnerable Customer guidance.
o Undertaking fair, consistent, prompt and thorough investigations of complaints in accordance with VWFS guidance and FCA complaint handling rules.
o Ability to review evidence internally and from the customer to make a balanced judgement.
o Required to evaluate Customer circumstance, inconvenience and distress in order to make the decision to achieve appropriate resolution from a wide range of potential options including but not limited to vehicle swaps, goodwill payments, write offs and non-monetary compensation.
o Negotiate on a regular basis with Customer Service Centre and dealerships in order to reach an appropriate multi-partite solution ensuring the best outcome for the customer.
o Work complaint cases by accurately reporting and logging all actions through complaint software in order to support root cause analysis and regulatory reporting requirements.
SKILLS AND EXPERIENCE
o Demonstrate understanding of all relevant aspects of legislation/requirements including but not limited to TCF, FCA, FOS and relevant vulnerable customer guidance.
o Experience of working in a complaints environment, either within financial services or another industry type.
o Excellent verbal and written communication skills.
o Confident in dealing with, and managing expectations of, staff at all levels of the business.
o Proven ability to liaise with and manage stakeholder expectations.
o Ability to demonstrate systematic thought processes and plan and manage own workload/delivery.
o Ability to cope under pressure and meet strict deadlines.
o High level of emotional intelligence and resilience
o Previous experience in the motor finance industry.
o Familiarity with our product portfolio and brands.
o Experience of Respond complaint management software
For more information please contact Viktorija or Natalie on 01162516171