Pensions Executive
2 weeks ago
Customer Interaction Services Farnborough 03.Customer Experience Executive
Alphabet is Europe’s leading provider of Business Mobility services; we help our Corporate, SME and Public Sector customers meet the changing business travel needs of their employees. We provide innovative products and services that are radically changing the way organisations finance, manage and use their company vehicles. Across the globe, Alphabet funds and manages over 600,000 vehicles in 21 countries, whilst in the UK we manage a fleet of over 150,000 vehicles on behalf of our customers. In this role, you will log, investigate and effectively resolve any complaints received into the business whilst identifying trends and monitoring preventative actions that have been implemented.
Take ownership of, and deal with, a wide range of enquiries/concerns/complaints in an efficient and professional manner by identifying and understanding what the customer really needs to resolve the underlying issue.
Resolution of complaints within agreed redress levels
In this role, reporting to the Business Escalations Manager, you will log, investigate and effectively resolve any complaints received into the business whilst identifying trends and monitoring preventative actions that have been implemented.
Effectively manage complex complaint cases whilst adhering to SLAs, guidelines and regulations
Take ownership of a wide range of complaints in an efficient and professional manner by identifying and understanding what the customer really needs to resolve the underlying issue.
Resolve complaints within agreed redress levels.
Do you have knowledge of consumer credit complaints? Do you have a proactive and positive approach to solving customer complaints and understanding root cause? Are you comfortable interacting with all levels of management? Demonstrable/previous experience operating in a complaints team – preferably within Financial Services or other regulated environment.
Knowledge of financial servicesindustry
Knowledge of Financial Conduct Authority regulations and principles, specifically, DISP and TCF
Knowledge of the aims and objectives of the Financial Ombudsman Service (FOS) and experience of interacting with FOS
Experience of using a Complaints Management System
We pride ourselves on being a flexible employer and for most roles, it could be possible to agree flexible hours, job share, compressed hours or part-time working hours and so please discuss your individual requirements as part of the application process so we can try to agree a suitable arrangement. [For this role, we also support a hybrid model which combines remote and office working.] #LI-Hybrid
In 2024 BMW Group Financial Services UK was recognised as a Top Employer. We invest in our employees and embrace a culture of flexible working as well as promoting a positive, supportive culture and working environment. We are based in prestigious offices in Farnborough that provide a great place to work with good people and an exciting, engaging, industry leading brand.
Checks may also include criminal records, adverse financial (credit), directorships, address, internet research and/or driving licence. We are proud to be a part of the Disability Confident scheme. The scheme supports employers to make the most of the talents disabled people can bring to the workplace.
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