Inbound Complaints Administrator

6 months ago

Manchester, United Kingdom Car Finance 247 Full time

**About The Role**:
Here at CarFinance 247 we are looking for a bright and passionate Inbound Complaints Administrator to join our friendly Customer Care Team

Your primary function will be to complete outbound initial calls with both our customers and dealerships or finance lenders, to gain a full understanding of the complaint. You will be setting expectations, capturing information, requesting relevant evidence, and providing excellent customer service. At this point, you will then make a triage assessment and decide which team the complaint is allocated to.

In addition to this there will be an expectation to complete other relevant administration tasks and the simpler outbound calls to customers, dealers and third parties and work to dynamically resolve the more simple, straight forward complaints we receive.

**Key Responsibilities**:

- Conduct yourself in a manner that upholds and promotes the CarFinance 247 Values & Culture.
- Primarily completing ‘Initial calls’ to customers and dealers within 24 hours of receipt into the business and empathetically dealing with the customers complaint, query, issues and concerns during this first, early initial call
- You will be required to dynamically handle and resolve some of our more simple and straightforward complaints following your assessment and completion of the initial call. These are straightforward.
- If you can’t resolve the issue there and then, or the complaint is more complex and needs to be with one of our specialist teams, you will make an assessment based on the initial call and following a process map, to allocate the case and complaint to a relevant resource or Team.
- To help process and log all regulated and non-regulated complaints CarFinance 247 in line with the case categorisation process.
- Log all activity with comprehensive and accurate notes using our various systems.
- Assist Team Leader with managing the unwind process and work effectively with the Credit Controller and Account department.
- To manage the Customer Care inbox and Payment Admin inbox.
- To assist the Customer Care Case Handlers with payment requests, purchase order, vehicle inspection requests and recovery of vehicles.
- To support and assist the Customer Care team with the inbound phone line.
- To complete the ad-hoc tasks/projects set by Team Leader and/or Head of Customer Care.
- Help to manage all the incoming and outgoing post for the department.

**About You**:

- Ability to work autonomously and consistently practice accurate judgement.
- Strong communication skills by telephone and written communication.
- Strong customer service skills.
- Experience of handling a variety of conversations from customer’s, who are dealing with/registering a complaint.
- Conscientious and able to work with attention to detail.
- Able to demonstrate empathy and resilience.
- Ability to follow instructions and procedures.
- Not essential; but an awareness of the Supply of Goods Act 1982, Consumer Rights Act 2015, Treating Customers Fairly (TCF), Data Protection Act 1998, Consumer Credit Act 1974, and Financial Conduct Authority (FCA) guidelines.

**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.

CarFinance 247 is an award-winning business just outside of Manchester City Centre. 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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