Motor Complaint Handler

1 week ago

Reading, United Kingdom Hazell Carr Full time

We are looking for passionate Motor Complaint Handlers who want to find fair outcomes for customers to join a finance provider. You will be loading the complaint onto the system, discussing complaint points with the customer, collecting and reviewing evidence from systems to understand the situation in detail, and concluding the outcome in a final response letter.
You’ll be working in a dedicated team investigating and working a portfolio of complaints where your work will be quality checked, so there will be some targets to strive for.
**What you’ll be doing as a Motor Complaint Handler**:

- Taking ownership of a pipeline of complaint cases from start to resolution.
- Logging new complaints, loading customer cases onto the client system ensuring all details are entered correctly.
- Collecting and reviewing information from customers, dealers, motor manufacturers and repair garages.
- Checking if the client is liable for the issues and deciding on a support plan for the customer.
- Taking responsibility for queries/issues through to resolution.
- Deciding fair outcomes for both customers and the business.
- Writing templated outcome letters to the customer.
- Managing expectations of all internal and external customers.
- Previous experience within financial services complaints.
- Previous final response letter writing experience.
- Proactive and confident handling multiple workstreams.
- Strong attention to detail.
- Knowledge of Financial Ombudsman Service complaints would be advantageous.

**Hours**: 37.5 hours a week Monday to Friday between the hours of 9am-5pm.
**Location**: Bracknell. Hybrid working of 3 days a week in office is available after training.
**Parking**: Yes
**Contract**: 6 months initially with opportunity to extend.
**Training**: On site full time for the first 4 - 6 weeks.

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