Complaints Handler

**About the job**

Here at Car Finance Genie, we are looking to recruit a Complaints Handler to join our Customer Care Team

As a Complaints Handler, 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. The Complaints Handler 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 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 workload 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.

**About Us**
- Onsite Parking
- A great working environment with work events
- Excellent career progression

Car finance Genie creates 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.

**Base salary**

£27,000/yr - £30,000/yr

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

**Salary**: £27,000.00-£30,000.00 per year

**Experience**:

- customer service: 1 year (required)

Work Location: In person

Reference ID: Complaints Handler