Complaints Resolution Associate

3 months ago

Manchester, United Kingdom Car Finance 247 Full time

**About The Role**:
Here at CarFinance 247 we are looking to recruit a Complaints Resolution Associate to join our Customer Care Team

As a Complaints Resolution Associate, you will be able to liaise confidently with our Customers, Lenders, Dealerships and internal stakeholders to obtain fair customer outcomes whilst maintaining our high standards in Compliance and Quality Assurance. Complaints Resolution Associate will take complete ownership of a customer’s complaint once it has been logged by the Inbound Associate by providing an exceptional level of service, showing empathy whilst solving queries, problems and handling complaints in a timely and professional manner.

This is a great opportunity for people focused individuals who want to become part of a market-leading business that prides itself on employee development and well-being.

**Responsibilities for the Complaints Resolution Handler Include**:

- Owning non-regulated and/ or regulated complaint cases, ensuring that customers are responded to in a timely manner and complaints are fully resolved.
- Working in an organised fashion to ensure productivity and effective case management.
- Logging all activity with comprehensive and accurate notes.
- Writing an investigation report to supply evidence to bring the complaint to a conclusion.
- Strong written communication, including a ‘final response’ letter.
- Effective communication internally and externally
- Prioritise workload and case management to be effective and efficient.
- Ability to confidently communicate and articulate outcomes to senior management.
- Identify trends and opportunities to improve service levels.

**About You**:

- Experience of working in a complaint’s role, case management
- Strong organisational skills and work load management.
- Excellent written and verbal communication skills
- Hard working determined and resilient.
- Comfortable working under pressure, proactive and uses own initiative.
- Experience of handling difficult conversations and being confident to do so.
- Building strong working relationships with internal and external clients
- Flexible approach to working hours and days
- Commit to working 1 in 4 Saturdays and 1 late night per week

**About Us**:
**Benefits**
- Subsidised Onsite Parking
- A great working environment with free fruit and juice bars
- Birthday off
- Onsite Gym
- Free transport to and from Piccadilly station
- Free Barista bar serving teas and coffees
- Excellent career progression
- Possibility of reviewing a Hybrid working model.

**About Us**

At CarFinance 247 our determination and strong team culture have helped us become the number one online car finance broker in the UK. We are one of the UK’s fastest growing privately owned businesses, having ranked in the Sunday Time Fast Track 100 for each of the last 4 years.

We create personalised and high-quality customer experiences driven by outstanding tech, streamlined process and most importantly, amazing people. Over the next 12 months we have exciting upcoming projects to cement our position as market leaders in every aspect of our business and that journey starts with attracting the best talent.

As an equal opportunity’s employer, the 247 Group is committed to the equal treatment of all current and prospective employee’s and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

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