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Regulated Complaints Handler

3 months ago

Swindon, United Kingdom BNP Paribas Full time
Regulated Complaints Handler

Swindon Head Office - Hybrid

About the role

Your aim as a Regulated Complaints Handler is to deliver an exceptional customer service experience, handle regulated customer complaints and make sure they are handled in accordance with our internal Complaints Handling Policy and Procedures. You will facilitate the handling of complaints where a First Time Resolution has not been possible, ensuring that information provided by the complainant is investigated. You’ll make the difference in turning a negative experience into a positive outcome for the regulated customer.

The role is an integral part of our newly created Regulated Complaints Team, to take our regulated complaints handling to the next level, providing a best in class service, which focuses on resolving regulated customer complaints quickly and fairly, providing optimal outcomes. This team will consist of experienced team members who will be able to support you within the role.

Being a Regulated Complaints Handler, you’ll be dealing with stakeholders across the business, you’ll gain a wide exposure of Arval BNP Paribas, which will support you as a Journey Maker through your career here.

What’s in it for you?

The Regulated Complaints Handler will receive a benefits package at Pay Zone level A4 - This includes a basic salary of up to £29,000 and a bonus of up to £1,100.

We operate a hybrid working option, which means you will be able to equally split your time between our office in Swindon and home once you are fully trained in the role.

You will also enjoy the outstanding benefits including;

Private Healthcare (AXA PPP)
Life Assurance
Company Pension scheme
A range of personal flexible benefits
25 days holiday, your birthday off plus bank holidays
Free Parking
Free Gym onsite
Access to great discounts on our products and services
To celebrate your 1st year you can enjoy a ½ holiday or a £75 Love2Shop voucher
Paid eye tests and £50 towards your lenses
Volunteering days
Charity Fundraising

About you

This is an ideal opportunity if you enjoy getting to the bottom of an issue and delivering the best possible customer outcome. Ideally, you’ll have knowledge or awareness of at least some of the relevant regulatory requirements, including but not limited to the Financial Conduct Authority, The Financial Ombudsman, The Consumer Rights Act & The Consumer Credit Act, and BVRLA.

You’ll be an advocate for Arval and will support the whole business. You’ll drive a culture of continuous improvement to guarantee efficiencies and improvements in the customer journey are identified and implemented and rolled out across the business.

Key skills you will need:

Proven track record of working with and handling complaints. Experience in the financial services and/or leasing industry would be advantageous.
The ability to respond to regulated complainants in a sensitive and understanding manner
Excellent and proven customer service skills with the ability to communicate to a high standard, both verbally and in writing
A high level of accuracy and attention to detail
Resilient, with the ability to remain calm under pressure
Experience of interpreting and applying legislation to reach a fair outcome for the customer, whilst protecting the commercial interests of Arval UK.

About us

We’re one of Europe’s leading leasing providers with a clear vision for sustainable mobility. Mobility is as simple as someone moving from point A to point B, however and whenever they choose. We’re proud to be lighting the way forward on Climate Action within the mobility industry, and we have an excellent pedigree in all things mobility.

We truly believe all our Journey Makers help us shape our story – and make history in the process. Come, join our family, and be part of it too.

Culturally, we are a friendly bunch - more human, than corporate. We expect a lot but know that works both ways so offer our Journey Makers a fantastic employee experience end to end.

We are proud to celebrate the diverse nature of our customers and our hugely diverse teams, where everyone feels safe to be their authentic self. We support all our local communities and groups and actively encourage people from underrepresented backgrounds to apply to become part of our family. We’re a consciously inclusive employer with a strong “speak up” culture through which we support and ally with all group our Journey Makers identify with.

We’re also a family-friendly employer with a culture based on trust, autonomy and flexibility and believe everyone has a voice and the opportunity to make an impact.

Application process

Following application, your CV will be reviewed by a member of our Talent Acquisition team, and we’ll be in touch from there. Whether you’re shortlisted or not, we will get back to you to let you know the outcome of your application.