Complaints Handler

Our award-winning company based in Maple Cross (Rickmansworth) is looking for highly accurate and confident communicators to join our team as Customer Relations Case Handler

Paying **£26,000**per year with excellent benefits and a generous **27-day holiday** allowance, this is a fantastic opportunity to join our team at a time of rapid expansion in the automotive industry.

Mobilize Financial Services is the financial services partner of the Alliance Renault-Nissan-Mitsubishi brands and have been consecutively awarded **UK Great Place to Work (large company), Great Place to Work for Wellbeing**and**Great Place to Work for Women.**
- Ensure all customer complaints are dealt with in a timely, efficient, and courteous manner
- To manage cases through complaint management system.
- To comply with all company procedures and standards
- Monitor and report performance on Service and Quality Commitments
- Conduct regular root cause analysis to provide information on complaints data trends
- Minimise any potential loss to RCI and reduce costs wherever possible
- To comply with all relevant legislation at all times such as Consumer Credit Act, Money Laundering Act, Data Protection Act, FCA, FOS and the FLA code of practice
- Provide support, advice, and guidance to other departments across the business and manufacturers in order to achieve Quality Commitments
- Regularly consult with both Renault & Nissan Manufacturers to review open merchandise complaints and discuss actions required
- To be involved in the decision-making process and being able to communicate this effectively
- Dealing with sensitive issues in a polite and professional manner
- Demonstrate an understanding of the value of commercial relationships
- Ensure good levels of commercial awareness to enable good decision making

**The Offer**

The base salary for this role is **£26,000 per annum** plus up to **8% non-contractual bonus**.
- Access to a **company vehicle scheme** (after successful probation)
- **27 days annual leave** plus a half day on Christmas and New Year’s Eve and bank holidays
- **Private health care** for yourself
- Competitive employer contribution pension plan **(7.22%)**:

- Access to our **retail / goods discount voucher scheme** for hundreds of stores / brands

At the start of your employment, you would be expected to work from the office for at least 12 weeks to work through our induction and training process, after which time and with agreement from your line-manager you may be offered the opportunity for **flexible hybrid homeworking.**

Your basic hours of work will be 37.5 hours per week with the normal hours of work operating in shifts of:

- Week 1, Monday to Friday - 0830 - 1700 and
- Week 2, Monday to Friday 0930 - 1800; including one hour for lunch.
- You will also be required to work a maximum of 1 in 4 Saturdays (0900 - 1700) which would earn you a day off in lieu, to be arranged by your line manager plus 4 additional Saturdays throughout the course of the year 0900 - 1500 (for which no lieu day isearned).

**_Shift patterns are agreed in advance giving you plenty of opportunity to plan your schedule accordingly_**

**About You**

As a part of this position, you will promote Mobilize and the alliance brands, exemplifying our values to help grow the business responding to all customer and supplier enquiries in an efficient and courteous manner. To do this we are looking for peoplewho are:

- Highly accurate, with a keen eye for detail and a pro-active approach to solving problems.
- Excellent communicators able to handle a high volume of inbound and outbound calls with autonomy.
- Computer literate with a good general standard of numeracy.

**Working With Us**

Mobilize is present today in over 30 countries across Europe, North Africa, South America, and Asia and takes pride in our pioneering spirit and our agile, enthusiastic people who are at the heart of our business. Our company culture is focused around TheMobilize FS Way and the 6 core values; We Love All Our Customers, We Decide and Do, We Do the Right Thing, We Speak the Truth, We Transform Together, We Make It Simple.

Mobilize Financial Services strives to be diverse and inclusive; a place where we can all be ourselves. We welcome people from all backgrounds, ethnicities, cultures, and experiences. We are committed to making a consistent, top-down effort to be role modelson what diversity, inclusion and belonging means in society.