Complaints Resolution Specialist

1 week ago

Sevenoaks, Kent, United Kingdom KHR - Recruitment Specialists Full time
Job Description

Job Title: CMC Administrator

Job Type: Full-time

Industry: Financial Services

Location: Remote (Flexible)

Job Description:

We are seeking a highly skilled and experienced CMC Administrator to join our team at KHR - Recruitment Specialists. As a CMC Administrator, you will play a crucial role in ensuring that customer complaints are handled efficiently and effectively.

Key Responsibilities:

  • Ensure all customer queries are acknowledged within regulatory timeframes.
  • Assist customers with updates to ongoing complaint issues or recording new complaints for our complaints handlers to deal with.
  • Establish telephone contact with customers to gain a full understanding of their complaints to progress to a fair outcome as quickly as possible.
  • Build excellent relationships with 3rd party service providers, dealer networks, and the sales team to review and resolve any quality concerns.
  • Assist the Complaints Team Leader with any ad hoc tasks that may arise.
  • Assist the Complaints Team with daily tasks if their workload is up to date, e.g., collating of FOS files, acknowledgement customer calls, etc.
  • Take ownership throughout the decision-making process, communicating your reasoning, ensuring the business meets its obligations with relevant legislation, including the Consumer Credit Act, FCA, FOS, and the FLA code of practice, whilst keeping the customer at the heart of what they deliver.

Requirements:

  • Experience working within the motor finance industry with a minimum experience of 12 months handling vehicle quality issues and complaints.
  • Knowledge of the FCA's Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty.
  • Knowledge of GDPR and the DPA Act.
  • Ability to understand and comply with documented processes, policies, and procedures.
  • Excellent verbal and written communication skills.
  • Someone who loves to learn and do well and is keen to develop their career.

Benefits:

  • 25 days annual leave entitlement + additional day for your birthday.
  • Strong progression plans.
  • Private Medical Cover.
  • Life Insurance Cover.
  • Gym membership discount.
  • Car Scheme.
  • Premium Bonds for children.
  • Occupational Parental Pay.

What We Offer:

We take care to ensure that you are represented as well as possible, so it is worth checking your CV for layout, spelling, and grammar as well as making sure it is up to date before you submit. If you feel you need to highlight particular qualifications, skills, or relevant experience with regards to a specific role, then please add a cover letter or a preface page. This does not need to be formatted in the same manner. In addition, if your CV is heavy with graphics, etc., please could you also submit a 'clean' copy in Word.

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