Regulated Complaints Resolution Expert
1 day ago
Company Overview
Arval BNP Paribas Group is a global leader in vehicle leasing and the fourth largest leasing company in the UK. Our passion for Service, Sustainability, and Solutions is brought to life by each and every one of our people - who we call Journey Makers.
About the Role
Your goal as a Regulated Complaints Handler is to deliver an exceptional customer service experience, handle regulated customer complaints, and ensure they are handled in accordance with our internal Complaints Handling Policy and Procedures.
Salary
The estimated salary for this position ranges from £28,000 to £29,000 per year, depending on location and qualifications.
Key Responsibilities
You will be responsible for:
- Ownership of a caseload of regulated complaints to resolution
- Ensuring regulated complainants are updated and advised of action taken
- Working in partnership with internal teams, partners, and suppliers to handle complaints
- Investigating regulated complaints, including reviewing and assessing documents
Required Skills and Qualifications
We are looking for someone who:
- Has 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
- Can respond to regulated complainants in a sensitive and understanding manner
- Has excellent and proven customer service skills, with the ability to communicate to a high standard, both verbally and in writing
- Displays a high level of accuracy and attention to detail
- Remains resilient and able to remain calm under pressure
- Has experience of interpreting and applying legislation to particular situations to reach a fair outcome for the complainant, whilst protecting the commercial interests of Arval UK
- Has a proven track record of working with and handling complaints, preferably in the financial services and/or leasing industry
Benefits
We offer a comprehensive benefits package, including:
- Private medical cover, including a digital GP service
- Company pension with up to 10% employer contribution
- Discounts on our products and services and discounts in many high street brands
- 2 paid volunteering days every year
- Free on-site gym
- Subsidised restaurant serving chef-prepared breakfast and lunch, plus discounted Costa Coffee
- A range of flexible benefits to suit your lifestyle
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