Complaint Handler

2 months ago

Cardiff, United Kingdom Motonovo Finance Full time

**The Vacancy**

We have a fantastic opportunity for a **Complaints Handler** to join our team in Cardiff.

As part of this role, you will effectively take inbound calls from customers, to support with their complaints; this could be a complaint relating to their vehicles, or a general complaint about their account.

You will be responsible for ensuring the company is always portrayed in a professional manner, to make responsible decisions based on available information and to administer customer feedback.

**Our commitment to your work/life balance**:
This role will be based in our Cardiff Office, and you will be able to work a blend of both home and office each week once your initial training period is complete. You’ll be made to feel part of your team by all of your colleagues and have regular contact and virtual interaction whether in office or remote.

The **full-time** working hours for this role are 35 hours a week working Monday to Friday 9am - 5pm, so you can have weekends off to relax

**What you will be doing**:

- Bring customer complaints to a swift, efficient and cost-effective conclusion
- Analyse complaints and negotiate the best outcome in every situation
- Maintain the Company’s Complaints Register and complaints file records
- Be cognitive of any relevant underlying trends and escalate any concerns to a Team Leader or Manager.
- Assist in the collation of management information as requested
- Maintain a comprehensive and up to date knowledge and understanding of MotoNovo Finance products and services,
- Maintain an up-to-date knowledge of regulatory and legislative information related to MotoNovo Finance products and services (e.g. ICOB, FCA Rules, Money Laundering, Data Protection, etc.)
- Maintain good knowledge and understanding of all relevant policies and procedures relevant to the role
- Treat customers fairly and aim to deliver fair customer outcomes in all of our day-to-day processes.
- Work as part of a team - supporting, motivating and assisting colleagues in the operation of the department and throughout the business.
- Ensure that all system-based records are maintained in an accurate and timely manner
- Continue to develop self and role by studying relevant training materials and product information and continually develop and improve product knowledge.

**What you will bring to the team**:

- Previous experience in a complaint handling role
- Good IT skills specifically Excel
- Excellent attention to detail
- Resilient character
- Good communication and interpersonal skills, both written and verbal
- Passion to deliver exceptional service and add value
- Good planning, organisation and time management skills
- Good problem-solving skills
- Strong teamwork ethic
- Self-motivated and enthusiastic and able to deliver quality work in a high-pressure environment
- Able to follow procedures and work within a regulated environment.

**The Company**

We're one of the largest lenders in the UK used car finance market. We’ve specialised in motor finance for over 40 years, and are recognised as one of the best car finance providers in the industry.

We’re part of the Aldermore Group, which includes Aldermore Bank plc. Aldermore offers a range of personal and business finance and savings options.

**Our Benefits**

Not only does MotoNovo Finance offer a competitive remuneration package, we also offer one of the best benefits packages in Wales. Inclusive of our healthcare cover, pension schemes, and our employee assistance programmes, we have also installed a staff bar, game machines, and a pool table.

When you choose to build your career with MotoNovo Finance, we choose to invest in you.

Healthcare

Pension

Events

Refer a friend

Refreshments

Discount shopping

Assistance
programme

Staff recognition scheme

Employee rates
on car finance

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