Complaints Handler

**Are you passionate about providing exceptional customer service and resolving complex issues? Do you thrive in a fast-paced regulated environment? If so, we have an exciting opportunity for you to join our Resolutions team as a Complaint Handler.**

Evolution Funding is the largest motor finance broker in the UK. Since 2002, we have transformed from a traditional motor finance brokerage into a technology-led firm with systems and technology capabilities that are designed to put the customer first and help our partnerships to grow.

As a Complaint Handler you will play a vital role in ensuring our customers receive a fair and efficient resolution to their complaints, adhering to the guidelines set out by the Financial Conduct Authority (FCA).

This is a hybrid role, predominantly working from home with one day per week in the office. The hours are Monday - Friday, 40 hours per week, but part time hours could be considered.

**Key Responsibilities**
- Investigate and manage complaints from initiation to resolution following the FCA's guidelines and our internal procedures.
- Gather relevant information to assess the validity and complexity of each complaint.
- Communicate with customers both verbally and in writing to obtain additional details and provide updates on the complaint status.
- Liaise with internal departments to gather necessary information and ensure compliance with regulatory requirements.
- Maintain accurate and up to date complaint records on the Complaints Management System (CMS).
- Ensure complaints are resolved promptly and in accordance with the FCA's rules and principles of treating customers fairly.
- Identify and implement process improvements to enhance the overall complaint handling procedure.

**Skills**
- Strong problem-solving skills with the ability to make fair judgements and mediate between parties.
- Attention to detail and the ability to work efficiently in a fast-paced, deadline driven environment.
- Excellent communication skills, both written and verbal with the ability to empathise and maintain professionalism when dealing with customers.
- Good organisational skills and ability to prioritise workload.

**Experience**
- Previous experience as a Complaint Handler is preferred but not essential.
- In depth knowledge of the FCA regulations, Consumer Rights Act 2015, TCF, GDPR and Information Commissioner’s Office (ICO).
- Experience of the motor trade or brokerage desired, though not essential.

**Benefits**

By joining an established company who are leaders in the motor finance industry, you can expect an enthusiastic team, a friendly atmosphere, on-site parking, generous pension scheme, 33 days holiday (including bank holidays) and life assurance cover plus a bonus of up to £1200 additional to base salary.

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

**Salary**: £23,000.00-£24,000.00 per year

**Benefits**:

- Company events
- Company pension
- Health & wellbeing programme
- Life insurance
- On-site parking
- Work from home

Schedule:

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

Supplemental pay types:

- Bonus scheme

**Experience**:

- Complaint handling: 2 years (preferred)

Work Location: Hybrid remote in Chesterfield, S41 9AZ