Part Time Complaints Advisor

2 months ago

Leeds, United Kingdom Cox Automotive Full time

**PART TIME - 20hours per week**
- The Customer Services Team is a busy and integral part of the Manheim/Cox Enterprises business._
- This role is a Hybrid role specifically managing MVS claims based at Leeds. You will also support on all other Wholesale Complaints and will report into the Central Complaints Team based at Leeds Head Office. The Central Complaints department sits alongside our Legal and finance teams and works to support our teams across the UK managing escalated complaints from first point of contact through to resolution._
- The purpose of the team is to provide exemplary complaint resolution and customer service to ensure a reasonable and consistent approach for our customers and to instil confidence in our customers that all issues are addressed with a “get it right first time” strategy to promote customer satisfaction and avoid repeat complaints._

**_
Overview of Role:_**- The Complaints Advisor will provide the highest level of customer care, service and resolution, supporting high profile cases and escalations to our leadership team to improve and maintain Manheim’s Service Delivery strategy in line with our customer and business Key Performance Indicators (KPI’s)_

**_
Objectives for Role:_**
- _ Manging customer complaints from first point of contact and taking ownership through to resolution._
- _Accountable for taking ownership of a customer’s issue or complaint ensuring they are always resolved in a timely and efficient manner whilst minimising financial loss for the business._
- _Making it easy for customers to raise issues and complaints, keeping them informed along the journey._
- _Work to KPI’s agreed by the leadership team ensuring we remain compliant._
- _Produce case studies each month, which will highlight corrective action or potential process improvements._
- _Point of contact for all colleagues across the business offering support and advice on complaints._
- _Relationship building with colleagues internally and externally._
- _Record accurately complaints received, handled and resolution in line with Compliance and business guidelines._
- _Continually develop strong working relationships with key stakeholders, allowing you to leverage and deliver help and support when required._
- _Encouraging best practice in respect of complaints throughout the group._
- _Work closely with the Senior Complaints Advisors, Legal and Compliance teams to ensure our complaint resolution is in line with our Terms and Conditions and FCA/ TCF guidelines._
- _Take ownership of your personal development _
- _Be a role model of Manheim behaviours within the team and wider business. Portraying a proactive, enthusiastic and approachable manner to drive internal engagement._

**Skills, Knowledge and Experience**:

- _ Excellent communication both verbal and written._
- _Investigative skills_
- _Attention to detail._
- _Decision making skills._
- _Ability to handle multiple ongoing cases._
- _Ability to prioritise an ever-changing workload._
- _Perform well under pressure and to time constraints._
- _Strong communication skills including interpersonal and influencing skills to motivate and engage multiple key stakeholders across the business and wider group._
- _Ability to converse at all levels including Senior Leaders_
- _Excellence in complaint handling, resolution, and compliance_
- _Competent in negotiation and objection handling_
- _Capability to define and regulate complaint management standards FCA/TCF_
- _Ability to pre-empt potential customer problems and issues before they escalate._
- _Experience of working at management level with a knowledge of customer experience and ability to develop and manage effective stakeholder relationships._
- _Letter writing skills desirable._
- _Experiencing use of Microsoft Office, including Word and Excel_
- _Resilience in the face of feedback or set backs._
- _Motor industry knowledge desirable but not essential_

STRICTLY NO AGENCIES PLEASE
- We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL._
- We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's._

INDAR

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