Customer Complaints Assistant
5 months ago
A new opportunity has arisen for a Customer Care Representative to join us at Quick Car Finance. The key purpose of this role is to ensure that all customer enquiries and complaints are handled in accordance with the FCA's Complaints Policy and Procedures, ensuring that all complaints and external disputes are managed in line with FCA regulations.
**Your Responsibilities**:
- Conduct investigations and manage the resolution of complaints, from beginning to end.
- Produce written communications that are accurate, concise and well organised.
- Ensure that written correspondence is within regulatory and organisational compliance requirements.
- Proactively work with operational areas of the business to resolve complaints as quickly as possible.
- Ensure all new complaints, both verbal and written are logged and tracked correctly.
- Support the collection and reporting of monitoring information to enable learning and improvements to be implemented across the business
- Assist in complaints reporting to senior leaders and the FCA.
- Maintain control of work load through actively monitoring and updating applicable systems (including CRM) and maintaining internal/external client contact.
- An expert in complaints handling and resolution
- Experience in working as part of a complaints team in a relatable industry
- Experience dealing with the Financial Ombudsman
- An ability to empathise with the customer
- Excellent customer engagement skills
- Proactive Mindset
- Good organisational skills and also have an eye for detail
**About Us**:
Quick Car Finance has gone from ambitious Bournemouth start-up to fastest growing car finance broker in the UK in only 2 years. We believe in offering a stellar customer experience (check out our google reviews) and we care about providing an equalling positive experience for our colleagues
We are in the heart of Bournemouth town centre in our brand new, built to spec, office, giving us the space to more than double our team as we embark on a period of rapid growth.
We are deeply passionate about matching our customers with the right finance and the right car, and it takes exceptional people to help us achieve this.
**Benefits**:
- Smart Casual Dress
- Bring your (well behaved) dog to work with you
- 28 Days Holiday
- Pension Plan
- Tiered Progression Programme with Comprehensive Training
- Individual / Team Bonuses
- Regular Social Events
- Free Breakfast
- We invest in our people and support personal and professional development
**Job Types**: Permanent, Full-time
**Salary**: From £25,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Discounted or free food
- Gym membership
- Health & wellbeing programme
Supplemental pay types:
- Bonus scheme
**Experience**:
- Complaint handling: 1 year (required)
- Customer service: 1 year (required)
Work Location: In person
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