Complaints HandlerPay Rate: Highly competitive day rate availableStart date: Dec/Jan startsWorking pattern: Full-time (based in Cheadle office initially, moving to hybrid 2 days per week)We are currently seeking a dedicated and experienced Complaints Handler to join our client's dynamic team.
As a Complaints Handler, you will play a crucial role in ensuring timely and accurate administration of all complaints received by the organisation, including customers and introducers.
You will be responsible for thoroughly investigating each complaint, ensuring compliance with regulatory requirements, and providing the highest standard of customer care.Experience Required:Proven experience working within the motor finance industry, specifically handling vehicle quality issues, complaints, or Section 75 claims on lending products.Knowledge of the FCA's Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty.Familiarity with GDPR and the DPA Act.Ability to understand and comply with documented processes, policies, and procedures.Excellent verbal and written communication skills.Self-motivated and capable of working autonomouslyIn addition to the requirements mentioned above, our client is particularly interested in Complaint Handlers with deep knowledge of Leasing, PCP, and Hire Purchase finance products, as well as experience in handling Serious Quality Defect cases.
Strong complaints investigation skills and proficiency in telephony are essential.Responsibilities:Thoroughly investigate all inbound complaints within regulatory time frames.Review each customer complaint without bias, ensuring fairness and impartiality.Take ownership of the decision-making process, communicating your rationale and ensuring compliance with relevant legislation.Establish telephone contact with customers to gain a comprehensive understanding of their complaints and work towards a fair resolution.Liaise confidently with third parties to conduct appropriate investigations.Maintain a comprehensive complaints database with accurate and relevant information.If you are a detail-oriented professional with a passion for delivering outstanding customer service, this is the perfect opportunity for you.
Join our client's team and contribute to their ongoing success.Please note: This is a temporary position with a contract duration of 6 months.
Initially, you will be required to work Full time onsite until signed off as competent, which may take the full 6 months.
After that, a hybrid working pattern (minimum 2 days onsite) will be adopted.Don't miss out on this exciting opportunity.
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