Customer Complaints Executive

4 days ago

Hook, United Kingdom Cinch Cars Full time

Due to the rapid growth her at cinch we are currently recruiting for a Customer Complaints Executive based in our Hook contact centre.

**Location** - Hook

**Salary** - Up to £25,000

**Purpose of the role**:

- We have a Customer and regulatory obligation to ensure we treat every complaint from a Customer fairly and within a required timeline.
- The purpose of this role is manage the day to day escalated Customer complaints across CX and Fin Ops ensuring that all responses and decisions are made within the KPI of 48 hours and done so following standardised processes and approved authorisation levels.
- This role will support tier one KPI’s focusing on our goodwill spend and influence on profit margins.

**Role Accountabilities**:

- There will be an indirect influence on the decisions made on complaints handling across the business. The Complaints Executive will discuss potential outcomes and solutions with the initial complaint handlers to support knowledge growth. They will support the manager in collating the qualitative data for feedback sessions.
- The role holder will be responsible of building trust with the customer by solving their problems quickly and efficiently. Influence and own the issue to ensure successful resolution whilst adhering to regulatory guidelines.
- The role holder will be the last point of escalation for the Customer and the final point of preventing a negative trust pilot review. That will be embraced and will drive the role holder to succeed and scoring on average >90% satisfaction rating to handled responses.
- Be empowered and trusted to take responsibility, making decisions and using judgement to deliver a fair outcome.
- Review and suggest ideas on how to prevent the issues occurring again by recognising the root cause and recommending change.
- Be a complaint handling specialist that is on hand to support any training across BCAL and CX.

**Relationships**:

- The role holder will engage with the whole of the CX team on a regular basis. They will be the escalation point of complaints and will be the main point of contact for anything first point complaint related.
- This individual will be Customer obsessed and will demonstrate that in the conversations they have with both Customer and colleagues.
- They will build relationships with key stakeholders in our suppliers at BCA and the relevant lenders to ensure a joined up approach to complaint management and a seamless journey for the Customer.

**Experience**:

- A proven track record of delivering excellent customer service.
- Experience within the motor industry and motor finance.
- An understanding of FCA principles for motor finance is an additional benefit.

**Essential Skills**:

- Ability to put yourself in the customers shoes and communicate decisions with confidence and empathy by telephone and in writing.
- Strong attention to detail.
- Able to identify key complaint root causes and work with the wider business to influence reduction in complaint volumes.
- Deliver excellent customer service and be driven to do the right thing for our customers. Be passionate in putting things right when they have gone wrong.
- Have the ability to consider alternative means of resolution.

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