Compliance and Complaints Executive

6 months ago

Reading, United Kingdom Select Car Leasing Full time

**Job Type**: Full-time, Permanent, Hybrid

**Reporting to**:Complaints Manager

**Salary**:Competitive

**What are you looking for?**

Are you looking for a fantastic opportunity with an industry-leading brand? Are you looking for a company that treats you with respect, listens to your opinion and champions your career development? Look no further

**Who are we after?**

You will be passionate about ensuring that the business and our employees are operating compliantly with a sharp focus on complaint and review management, and internal audits.

**Responsibilities**

**Complaints**
- Customer Interaction - Engaging with customers to understand the nature of their complaints and gathering relevant information to conduct an investigation.
- Resolution and Solutions - Collaborating with relevant departments to develop and implement effective solutions to address customer complaints.
- Communication - Providing clear and concise communication to customers regarding the resolution of their complaints and managing expectations regarding timelines.
- Compliance - Ensuring that the resolution of complaints aligns with regulatory requirements and organisational policies.

**Call Audits**
- Listen to calls for various departments within the company, ensuring our representatives cover the relevant topics and information for compliance purposes.
- Regularly listening to recorded customer interactions to assess the quality of communication, based on the compliance requirements to ensure that representatives comply with company policies, industry regulations, and quality standards.
- Maintaining accurate records, to assist with the monthly Call Compliance report.

**Compliance**
- Conduct internal audits to ensure that processes and practices align with compliance policies.
- Completing and issuing Subject Access requests.
- Assist with quarterly Appointed representative reviews and compliance actions.
- Investigate any fraud cases if flagged and vulnerable customer concerns.
- Log and review any data breaches.

**Trust Pilot**
- Review and respond to incoming Trust Pilot and Google reviews.
- Work with the team in managing our profile on Trustpilot, ensuring that it accurately represents the brand and provides relevant information.
- Responding to Reviews, creating timely and appropriate responses to customer reviews, addressing concerns, and demonstrating a commitment to customer satisfaction.
- Collaboration with the Sales and Customer Service Team to address specific customer concerns mentioned in reviews and assist with improvements to a customer’s experience.

**Achieving Targets**
- Ensure that call Audits are completed by the set timeframe, in order for us to reflect results in line with company targets.
- Ensure that responses within the complaint process are issued to a customer in the required timeframe, as per FCA guidelines.

**Risk Management**
- Identify and escalate potential business risks and be proactive in seeking a resolution.

**Experience**
- Previous customer service or compliance experience is desirable.
- Experience in managing and documenting customer complaints
- Confident with high level oral and written communication skills
- Self-motivated, extremely organised, proactive and flexible.
- Computer skills and knowledge of Word, Excel and Outlook
- Professional, personable individual who can adapt to a changing environment.
- Adhere to process and work towards achieving set targets.

**Skills**
- Organised and able to prioritise works loads.
- Excellent attention to detail
- Able to work confidently and independently.
- Adaptability and a positive attitude
- Approachable and supportive, demonstrating empathy and an understanding towards customers.
- Can address all situations professionally, adapting your approach accordingly depending on the situation.
- Excellent relationship building skills.
- Strong communicator, able to communicate effectively with at all levels.
- Ability to work under pressure in busy periods.

**Training provided.**
- On the job training, BVRLA e-learning, in house EVOLVE training as and when relevant.
- **Who are we?**_

Established in 2004, Select Car Leasing are a privately-owned business with over 35000 vehicles on the road. SCL have circa 200 employees and growing, we are recognised for our amazing culture with people at our heart, you will never be a number. Our core business has historically majored in the private consumer space; however, we have a large base of corporate customers and are expanding in commercial leasing and fleet.
- **Select Car Leasing Values**_

**DRIVE**:
Dedication
Respect
Integrity
Value
Excellence

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- On-site parking
- Work from home

**Experience**:

- Compliance: 2 years (required)

Work Location: In person

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