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Legal Complaints Handler

3 months ago

Chester Cheshire, United Kingdom Specialist Motor Finance Full time

Hours of work: Monday to Friday 9-5pm HYBRID working Location: Chester business park
Established in 2014, Specialist Motor Finance have built up a reputation for providing a strong product range, offering quick decisions through the application process and a collaborative approach to working with our customers throughout the life of their agreement.
You will be responsible for handling all complaints for the SMF group. Strive to deal with all customer complaints at the first point of contact ensuring customer satisfaction wherever possible. Complaints are handled in line with prescribed company procedure, regulatory requirements, and the principles of Treating Customers Fairly, whilst providing exceptional Customer Service.
In addition to normal complaints handling duties, the role is responsible for handling day to day issues and workload to assist the wider operational departments.
Handle inbound and outbound telephone calls into the complaints team. This will include calls from customers as well as regulatory bodies including the Financial Ombudsman Service.
Manage individual workload of complaints ensuring work is completed, responding to complaints within the internal service level and within regulatory timescales.
Ensure new complaints are recorded accurately on the relevant systems, including contact information and necessary actions.
Make correct, informed decisions about whether a complaint is justified or unjustified and what action should be taken, taking a commercial view where necessary.
Ensure any offer of settlement or redress is fully supported with documentary evidence.
Ensure all correspondence and telephone contact is clear, concise, and accurate.
Assist with the preparation and production of Management Information relating to complaint handling.
Fully computer literate
Pension scheme up to 8% employer contribution
~26 days annual leave + 8 days bank holidays
~ Employee referral programme
~ Long Service awards
~ Life assurance
~ Discounted gym membership
~ Employee assistance programme
~ Purchase additional annual leave.
~ Social events