Complaints Resolution Handler

Complaints Resolution Handler

Location: GlasgowWork Schedule: 35 hours a week (5 days with flexible shifts throughout the week)Salary - £25,000
Our client is a leading provider of specialist finance solutions in the UK motor finance market. They work with prominent franchised and independent dealers, as well as leading specialist intermediaries. They challenge the traditional approach in the sector by offering uniquely flexible and agile solutions to meet the rapidly changing needs of used car buyers and retailers.
Reporting to the Complaints Resolution Team Leader, this role is pivotal in addressing and resolving customer complaints throughout the lifecycle of motor finance agreements.
As a Handler, you will ensure complaints are managed and resolved in accordance with company procedures, while embodying the company's values.
A passion for delivering high-quality customer service and a desire to enhance customer experience are essential for this role. You will apply logical thinking and problem-solving skills to address customer issues, providing continuous updates throughout the complaint process.
Key Responsibilities:

Log, manage, and resolve complaints in line with the finance services regulator's requirements and guidelines.

Adhere to the company's internal procedures and processes, maintaining consistently high standards.

Own and manage a caseload of complaints until resolution is achieved.

Provide a professional and efficient service to both internal and external customers, demonstrating company values to maintain and strengthen relationships within the organisation.

Remain flexible and committed in a fast-paced environment, demonstrating the ability to handle multiple tasks proactively.

Liaise directly with the Financial Ombudsman Service (FOS) regarding any complaints escalated to them.

Collaborate with internal colleagues to support the investigation and resolution of complaints.

Maintain up-to-date knowledge of the motor finance industry, including regulatory requirements for complaint handling.

Strive to provide an excellent customer experience during every interaction, focusing on delivering the best possible outcome for each complaint handled.

What We're Looking For:

Previous experience in complaint handling and resolution within a financial services organisation.

Experience in managing customer enquiries both in writing and verbally.

Strong communication, negotiation, and interpersonal skills.

Familiarity with regulatory and compliance requirements, including the Consumer Credit Act (CCA), Consumer Credit Directive (CCD), Data Protection Act (DPA), and Treating Customers Fairly (TCF).

Awareness of the FCA Handbook, particularly SYSC, CONC, and DISP.

An open and transparent communication style.

Attention to detail with strong numerical and analytical skills.

Benefits

Private Medical Cover

Company Pension up to 10% contribution

Group Income protection

Life Assurance of 4x your annual salary

Company events

Routes of progression

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