![Novuna](https://media.trabajo.org/img/noimg.jpg)
Complaint Case Handler
2 weeks ago
If your answer is 'yes' to all of these, keep reading.
Want to know a little about us?
At Novuna Vehicle Solutions, we're passionate about building a better tomorrow. Which is why we're lighting the way in the electric vehicle revolution. From family cars to HGVs, we're helping customers of all kinds on their journey to carbon-free mobility.
We're proud to be a
Top 50 Inclusive employer, and we're number 15 in
Glassdoor's Top 50 Employer list.
What does the role involve?
Working as part of a small and friendly team, you'll be taking care of escalated complaints that haven't been resolved at the first point of contact.
Your role will involve undertaking a thorough investigation of the customer's case, taking complaints from end to end to identify the right outcome.
Attendance of the Newbury office will be required for the first month to ensure for robust training and to allow you to get to grips with the ethos of Novuna and how we work.
Following initial training, the role will then adapt a hybrid approach with a minimum of 2 days per week in the office.
Some of your key duties will include:
- Listening to call recordings and making notes
- Reviewing notes, documentation, and information on customers' accounts
- Liaising with teams the customer has had contact with
- Writing formal response letters
You've got a real passion for customer service, have a strong sense of fair play and enjoy solving problems.
It's likely you've got some experience working in a regulated environment, so you understand the principles and requirements that come with taking care of customers in a regulated industry.
Also, we're looking for the following:
- Good listening and communication skills
- Capable of gathering and summarising information from a variety of sources
- Good decisionmaking and problemsolving skills
- Knowledge of customer service in a regulated industry
At Novuna we take our people promise seriously. If you join us, you'll have a
chance to make a difference, opportunities to learn, and time to shine.
In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:
- Flexible hybrid working
- 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
- Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
Novuna is a consciously inclusive employer, and we encourage applicants from all backgrounds.
**#LI-Hybrid
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