Inbound Complaints Associate

3 days ago

Manchester, United Kingdom Car Finance 247 Full time

**About The Role**:
Here at CarFinance 247 we are looking to recruit a Inbound Complaints Associate to join our Customer Care Complaints Team As a Inbound Complaints Associate, you will be able to liaise confidently with our customers and internal stakeholders to obtain fair customer outcomes whilst maintaining our high standards in Compliance and Quality Assurance.

You will be responsible for answering inbound calls, dealing with the initial customer enquiry/ complaint and ensuring a thorough and comprehensive conversation takes place to capture high levels of information to support the Resolution Associates.

To be successful in the role you will need to provide an exceptional level of service, showing empathy whilst solving queries and problems, clearly articulating next steps to customers and ensuring our complaint system is accurately updated. The role will include administrative duties alongside inbound calls.

You will live and breathe the Car Finance 247 culture ensuring your business area is effective, efficient, supported, developed and maintained with exceptional standards, putting the customer at the heart of everything, delivering outstanding customer service whilst maintaining high levels of compliance and quality assurance within our communications to our internal and external customers.
- Hours are full time in the office, Monday-Saturday between the hours of 8:30-7pm with 1 in 3 Saturdays.

**Responsibilities Include**
- Working in an organised fashion to ensure productivity and effective interactions on our inbound system.
- Ability to work on own initiative.
- Logging all activity with comprehensive and accurate notes.
- Effective communication internally and externally
- Prioritise workload
- Ability to confidently communicate and articulate outcomes to senior management.
- Identify trends and opportunities to improve service levels.
- Strong verbal communication experience to deliver outstanding service to our customers.
- Ability to empathise and adapt under pressure.

**About You**:

- Experience of working in an inbound customer service environment
- 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 Hybrid working model.

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.

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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