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Complaint Liaison Officer

7 months ago

Sevenoaks, United Kingdom Blue Motor Finance Ltd Full time

**Job purpose**

The role is part of a team who ensure timely and accurate administration of any complaints received by the company including the companys introducers and customers. The team also ensure all responses are completed in line with the current FCA and CCA regulations and the companys policies and procedures. This is a growing and developing role along with the growth of the department. We are looking for self-motivated, experienced complaint handlers who are able to work autonomously to offer the best resolution to our customers whilst insuring Blues integrity.

**Dimensions**

The key aspects of the role:

- To work as part of a motivated team, sharing successes and key learnings to ensure that all inbound complaints are thoroughly investigated within regulatory time frames
- To openly and fairly review each customer complaint without bias or personal opinion
- To take ownership throughout the decision-making process, communicating your reasoning, ensuring we meet our obligations with relevant legislation including the Consumer Credit Act, FCA, FOS and the FLA code of practice, whilst keeping the customer at the heart of what we deliver
- Establish telephone contact with customers to gain a full understanding of their complaint in order to progress to a fair outcome as quickly as possible
- Ensure that all complaints are handled with the highest standard of customer care
- Build excellent relationships with 3rd party service providers, dealer networks and the sales team to review and resolve any quality concerns
- To maintain complaints database with correct and relevant information at all times

Standard requirements:

- Ensure regulatory responses are issued correctly and on time
- Keep electronic and paper filing in order at all times
- Keep up to date with the companys products
- Present the company in a professional manner at all times

**Knowledge, skills and experience required**

**Qualifications**:

- Good educational background with proficiency demonstrable in maths and English

Experience
- Experience of working within the motor finance industry with a minimum experience of 12 months handling vehicle quality issues and complaints
- Knowledge the FCAs Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty
- Knowledge of GDPR and DPA act
- Ability to understand and comply with documented processes, policies and procedures
- Excellent verbal and written communication skills

Interpersonal
- Someone who loves to learn and do well, and is keen to develop their career
- Adaptable and flexible
- Ability to work as part of a team but also individually
- Reliable
- Excellent planning and organisational skills
- Enthusiastic can do attitude
- Able to work under pressure to tight deadlines
- Accuracy and attention to detail
- Professional and well presented
- Establishes effective working relationships
- Customer focused approach

**Additional information**
- Perm / 37.5 hours a week (8.5 hours per day inc. 1 unpaid hour for lunch = 7.5 hours a day)
- Able to reliably commute to office
- Monday to Friday 9am to 5.30pm
- Report directly to the Complaints Team Leader.