Complaint Specialist

7 days ago

Newbury, United Kingdom Novuna Full time

Are you passionate about delivering exceptional customer experiences and resolving complaints fairly? Do you have a natural curiosity for uncovering what went wrong and the confidence to make sound decisions? Are you an empathetic communicator who thrives on speaking with people and finding solutions?

If your answer is 'yes' to all of these, keep reading.

**Want to know a little about us?**:
At Novuna Vehicle Solutions, we're passionate about building a better tomorrow. Which is why we're lighting the way in the electric vehicle revolution. From family cars to HGVs, we're helping customers of all kinds on their journey to carbon-free mobility.

We're proud to be a **Top 50 Inclusive employer.**We're a signatory of the **Women in Finance** and the **Race at Work Charter** and we're **Disability Confident Committed**.

**What does the role involve?**:
As part of our small, friendly, and collaborative team, you'll take ownership of **escalated customer complaints** that couldn't be resolved at first contact. Your role will involve investigating each case thoroughly—reviewing records, speaking with customers, and collaborating with internal teams to uncover what happened and reach the right outcome.

You'll need to be confident and empathetic in your communication—whether over the phone or in writing—and be able to explain decisions clearly and compassionately.

**Key responsibilities include**:

- Speaking with customers to understand concerns and keep them informed throughout the investigation
- Listening to call recordings and reviewing relevant documentation
- Investigating cases thoroughly to identify what went wrong
- Collaborating with internal teams to gather insights and context
- Writing clear, well-reasoned formal response letters

You'll begin with a month of in-person training at our Newbury office to immerse yourself in our values and ways of working. After that, you'll transition to a **hybrid working model** with a minimum of **2 office days per week**.

**What are we looking for?**:
Also, we're looking for the following:

- Good listening and communication skills.
- Capable of gathering and summarising information from a variety of sources.
- Good decision-making and problem-solving skills.
- Confident and empathetic in your communication—whether over the phone or in writing.

**What can we offer you?**:
At Novuna we take our people promise seriously. If you join us, you'll have a **chance to make a difference, opportunities to learn, and time to shine**.

In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:

- Flexible hybrid working
- 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
- Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

**What's the next step?**:
We're **Disability Confident Committed**, so if you're a person with a disability, if you're neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, we'll be happy to make reasonable adjustments to our processes for you.

**#LI-Hybrid

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