Complaints Executive

**COMPLAINTS EXECUTIVE**

**SUPPORT SERVICES**

Reports to: Appeals Team Leader

People Responsibilities: None

Location: Newton Abbot/Lancing

Job type: Intermediate

**What you’ll do**
Agena Group is on an exciting and ambitious growth trajectory with diversification and innovation at its heart. Yes, our bread and butter is car park management, HOWEVER, we are so much more than that. We aim to disrupt industry norms and elevate our sector with technology-led solutions designed to enhance our clients’ businesses as well as improve the public’s everyday experience of travel and parking.

**Responsibilities and Duties**
- To manage the resolution of complaints including IPC (International Parking Community) and

DVLA complaints within given timescales.
- To conduct full and thorough investigations into each complaint raised and document evidence of the investigation
- To identify pattens in complaints raised, escalate, and investigate to ensure they are resolved long term.
- To escalate feedback to Management as required to ensure continuous improvement throughout departments.
- To respond to MP letters in a timely manner, ensuring responses are to a high-quality standard.
- To liaise with third parties with evidence to help conclude complaints.
- To carry out any reasonable duties as requested by Management.
- To conduct quality assurance on work processed through the complaints and appeals teams.

**Who you are**
- Recent graduate or on your final year of studies towards a degree or related program or other academic qualification
- Demonstrate an eagerness to establish a long-term career progressing within the Agena

Group

**What we offer**
We know there’s more to life than work - that’s why when you join the Agena Group, you’ll get your pick of our amazing company perks through our Perkbox benefits platform. That includes discounts on cinema tickets, travel bookings, high street e-vouchers, gift cards, days out, leisure activities and your day-to-day spending. You’ll also benefit from:

- Incremental holiday increases to recognise long service
- 24/7 access to The Wellness Hub, an app designed to support your personal wellbeing from help with sleep and workout videos to guided meditations and access to talking therapies.
- Employee Assistance Programme - 24/7 confidential, independent and professional counselling
- Cycle-to-work scheme
- Regular team/company socials

In addition to this our Engagement Committee regularly organise inclusive team events from breakfasts for charity, social drinks in your local office location to book clubs, environmental initiatives, and lunch and learns.

**Additional Information**
- Our selection process is as follows: Application - Competency Based Interview
- You must be able to legally live and work in the UK

**Why you will love the Agena Group**
The Agena Group is a multi-disciplinary group. We provide car parking and related software solutions across the UK and wider markets. With four office locations and a large hybrid and remote workforce we believe that organisations are made by people, and they are key to achieving business goals.

We’re here to help our clients to think differently about parking. Our cutting edge solutions help clients be more successful by optimising the value of important physical assets through integration with technology. Innovation is a differentiator for us and our clients ensuring we develop strategies and solutions that are sustainable, future-proof, market-creating, customer experience focused and commercially attractive.

We connect everything: people, processes and data. We innovate everywhere, taking bold risks to shape the technologies and we do it in style with unique personalities who aren't afraid to change the way the work.

**Our values**

**Communication & Key Working Relationships**

Managers Operations

Sales Legal
Department Department

Customer
Service
Team

**Role requirements**
This role might be right for you if you meet the following person specification, if you don’t quite match the full requirements, please contact our recruitment team to discuss further.

QUALIFICATIONS E/D

Undergraduate degree or equivalent working experience D

EXPERIENCE E/D

Result-Orientated: The ability to take direct action in order to attain or exceed

E objectives

Initiative: The ability to recognise and create opportunities and to act accordingly.
Proactively starting initiatives rather than E waiting passively for it to happen

Active Listening: The ability to show one absorbs and understands important (non
- )verbal information and to ask further E questions when necessary

Communication style: The ability to express ideas and views clearly to others in writing and to communicate in clear language and

E to adjust one's use of language to the audience's level

BEHAVIOURS E/D

Ambitious: To provide a world class service to our clients. Having the drive to climb up,
E to pursue a career, to strive for success.

Disrup