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Customer Complaints Specialist

3 months ago

Manchester, United Kingdom CarFinance 247 Full time

About The Role

At Car Finance 247, we are seeking a dedicated Complaints Executive to enhance our Customer Care Team.

In this role, you will engage effectively with our Customers, Lenders, Dealerships, and internal teams to ensure fair resolutions while upholding our rigorous standards in Compliance and Quality Assurance. The Complaints Executive will take full responsibility for managing a customer's complaint from the moment it is recorded by the Inbound Associate, delivering exceptional service, demonstrating empathy, and resolving issues in a timely and professional manner.

This position is ideal for individuals who are passionate about customer service and wish to contribute to a leading organization that values employee growth and well-being.

Working Hours: Monday-Friday (9am - 5:30pm)

Key Responsibilities:

  • Managing both regulated and non-regulated complaint cases, ensuring timely responses and comprehensive resolutions.
  • Maintaining an organized approach to enhance productivity and effective case management.
  • Documenting all interactions with detailed and accurate notes.
  • Composing investigation reports to provide evidence for concluding complaints.
  • Demonstrating strong written communication skills, including crafting 'final response' letters.
  • Facilitating effective communication with both internal and external parties.
  • Prioritizing workload and managing cases efficiently.
  • Confidently articulating outcomes to senior management.
  • Identifying trends and opportunities for service improvement.

About You:

  • Proven experience in a complaints handling or case management role.
  • Strong organizational skills and ability to manage workloads effectively.
  • Excellent verbal and written communication abilities.
  • A determined and resilient work ethic.
  • Comfortable working under pressure, proactive, and able to take initiative.
  • Experience in managing challenging conversations with confidence.
  • Ability to build robust working relationships with clients and colleagues.
  • Flexible in approach to working hours and responsibilities.