Complaints Handler
No weekend work, 9am-6pm Monday to Friday
Join our team of passionate Zutonites and help transform the car finance experience with simplicity and integrity.
Behind taking a mortgage, buying a car is likely to be the second biggest purchase we make, and we know that our customers rely on their cars to get to work, take their children to school, take elderly relatives out at the weekend, the list goes on.
We have always said, if we were to achieve our purpose of bringing simplicity and transparency to supporting hundreds of thousands of customers into cars, this would only be half of the story.
Benefits of being a Complaints Handler at Zuto:
~£Award winning Induction training and development from our ISM accredited training programme
~ As a Complaints Handler, you will be given thorough FCA/Compliance training to ensure you are fully knowledgeable on our in-house systems and provide the best advice through their customer journey.
~28 days holidays including bank holidays, plus an extra day off for your birthday
~ Award dinners, regular social events, and team nights out to celebrate success
~ An additional day available to take to support local charities
~ Cycle to work scheme, discounted retail outlets and hospitality venues
~ Income protection and financial advice
Investigate and respond to escalated non-regulated vehicle quality complaints in line with FCA regulations, being always empathetic
Record and input complaints into our CMS
Feedback to other areas of the business on the causes of complaints, making recommendations to mitigate any future risks
Inform customers of the outcome of their complaints over the phone and in writing, explaining your decision and their options.
If appropriate, decide on the level of compensation to be awarded – you'll be responsible for choosing the right option
Create accurate records ensuring all elements of the complaints are logged.
To be a champion of excellent customer service, be that directed at customer, lender, or dealer
Summarise all evidence of investigation in relation to customer complaints to be supplied to both customers & lender.
To proactively seek to improve your own skills to the benefit of the company's service through identification of training needs with your Manager
Work closely with training and call quality teams
Liaise with internal departments, dealers, lenders, mechanical engineers etc.
to obtain information to investigate a complaint thoroughly
Required to keep abreast of changes in Legislation, industry changes, Manufacturer's recalls, changes in MOT regulations and any other policies that effect the complaints procedures
Evidence of working in a complaint's role, managing complex complaints
Minimum 2 years' experience in a customer facing complaints role
An understanding of FCA regulations and a working knowledge of the Financial Ombudsman Service
Confident, and if necessary, authoritative on the phone
No applicant or Zutonite is discriminated against based on age, disability, gender reassignment, marriage and civil partnership, pregnancy, race, religion or belief, sex, or sexual orientation.