Complaint Handler

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.

This is an exciting chance to join a FTSE250 financial institution that employ 3,700 people mostly across the UK. Their sole purpose is to make it easier for customers to buy their next vehicle from their business partners. Last year, they helped over 80,000 customers get on the road.

We are currently looking to recruit complaint handlers for their motor finance division based in Doncaster. This is an office based role working Monday to Friday 9am - 5pm.

**What you will do**

This role forms part of an impartial team that sits within their business and act in an independent way, while still considering the needs of their business. You will be responsible for managing the complaints recorded by their business as well as acting as a point of contact for insurance related and escalated complaints within their business.

You will need to understand the motor finance industry and be able tailor your communication styles with people at their branch level as well as internal senior management. You will need to ensure that the current complaints process and procedure is used effectively, in accordance with the needs of their business, and within the rules and regulations of regulatory bodies.

You will need to ensure that all complaints received are managed effectively, documented, dealt with in a timely manner and brought to conclusion, ensuring the right outcome is gained for both the company and the customer in line with the FCA Treating Customers Fairly principles. Where applicable this will mean working in conjunction with relevant internal departments and external agencies.

**What would your key responsibilities be.**
- To provide high quality and professional advice and support when dealing with telephone calls and correspondence
- To investigate the complaint competently, diligently, and impartially obtaining additional information where necessary to enable a resolution to be reached.
- To ensure that all complaints received are resolved successfully in line with the FCAs Treating Customers Fairly principles, liaising with all relevant parts of the business to facilitate such outcomes.
- Communicate professionally with a variety of people including customers, branch staff, senior management, insurers, and the Financial Ombudsman Service
- Ensure compliance with our Company and regulatory requirements.
- Responsible for the accuracy of information recorded in the database.
- Compose proficient letters.
- Answer telephone line promptly and courteously
- Achieve departmental and company service standards (SLAs)
- Contribute to creating a happy team working environment.
- Report any potentially serious complaints swiftly to your line manager
- Identify and report any breaches relating to complaint handling or Company procedures to your line manager.
- Produce complaints management information and statistics as and when required by the line manager, Compliance Department or senior management.
- Assist in identifying trends and issues arising out of complaints received to produce root cause analysis and suggested remedial action (where required)
- General office duties as and when required.
- Adapt to the constantly changing requirements of the department and the company and perform additional tasks as may be required.

**What we need**

You will be educated to GCSE standard with grade C or above in Maths and English, or equivalent.

Essential
- Excellent administration skills
- Organisation and multi-tasking skills
- Computer literate and strong keyboard skills
- Good communication and interpersonal skills at all levels (written and verbal)
- Negotiation skills
- Attention to detail and commitment to high standards of quality.
- Understanding and reassuring telephone manner
- Team working
- Complaint handling experience essential.

Desirable
- Motor finance and Regulatory knowledge (Financial Conduct Authority and Financial Ombudsman Service) desirable

**What they can we offer?**
- Superb salary package.
- 25 days holiday with option to purchase more.
- Pension
- Healthcare
- Death in service
- Free parking around the site

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

**Salary**: Up to £24,980.00 per year

**Benefits**:

- Additional leave
- Company pension
- Free parking
- Gym membership
- Health & wellbeing programme
- Life insurance
- Private medical insurance
- Sick pay

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

Work Location: In person