Regulated Complaints Handler

6 months ago

Swindon, United Kingdom Arval UK Ltd Full time

**Regulated Complaints Handler**

**Swindon Head Office - Hybrid**

**About the role**

Your aim as a Regulated Complaints Handler is to deliver an exceptional customer service experience, handle regulated customer complaints and make sure they are handled in accordance with our internal Complaints Handling Policy and Procedures. You will facilitate the handling of complaints where a First Time Resolution has not been possible, ensuring that information provided by the complainant is investigated. You'll make the difference in turning a negative experience into a positive outcome for the regulated customer.

The role is an integral part of our newly created Regulated Complaints Team, to take our regulated complaints handling to the next level, providing a best in class service, which focuses on resolving regulated customer complaints quickly and fairly, providing optimal outcomes. This team will consist of experienced team members who will be able to support you within the role.

Being a Regulated Complaints Handler you'll be dealing with stakeholders across the business, you'll gain a wide exposure of Arval BNP Paribas, which will support you as a Journey Maker through your career here.

**What's in it for you?**

The **Regulated Complaints Handler** will receive a benefits package at **Pay Zone level A4** - This includes a **basic salary of up to £28,000** and a **bonus of up to £1,100**.

We operate a hybrid working option, which means you will be able to equally split your time between our office in Swindon and home once you are fully trained in the role.

**You will also enjoy the outstanding benefits including;**
- Private Healthcare (AXA PPP)
- Life Assurance
- Company Pension scheme
- A range of personal flexible benefits
- 25 days holiday, your birthday off plus bank holidays
- Free Parking
- Free Gym onsite
- Access to great discounts on our products and services
- To celebrate your 1st year you can enjoy a ½ holiday or a £75 Love2Shop voucher
- Paid eye tests and £50 towards your lenses
- Volunteering days
- Charity Fundraising

**About you**

This is an ideal opportunity for someone who likes to investigate, and relishes picking up a problem and running with it, to reach the best possible outcome. Ideally, you'll have knowledge or awareness of relevant regulatory requirements, including but not limited to the Financial Conduct Authority, The Financial Ombudsman, The Consumer Rights Act & The Consumer Credit Act, and BVRLA.

You'll be an advocate for Arval and will support the whole business. You'll drive a culture of continuous improvement to guarantee efficiencies and improvements in the customer journey are identified and implemented and rolled out across the business.

**Key skills you will need**:

- Proven track record of working with and handling complaints. Experience in the financial services and/or leasing industry would be advantageous.
- The ability to respond to regulated complainants in a sensitive and understanding manner
- Excellent and proven customer service skills with the ability to communicate to a high standard, both verbally and in writing
- A high level of accuracy and attention to detail
- Resilient, with the ability to remain calm under pressure

**About us**

We are Europe's No.1 vehicle leasing provider with a clear vision for sustainable mobility. Mobility is as simple as someone moving from point A to point B, however and whenever they choose. We know that for 2021 and beyond, being innovative and creative, developing existing products and introducing new ones quickly into the mix is what our customers want, whilst we also focus on leading the way forward on Climate Action within the mobility industry. Luckily, at Arval, we have an excellent pedigree in all things mobility, and the launch of our five year plan, Arval Beyond, puts us out in front, leading the way.

**Application process

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