Customer Care Executive - Complaints & Feedback

• Thoroughly investigate and analyse all complex complaints that take longer than we anticipate to resolve, with a goal to resolve as many as possible within 3 days
• Conduct high-level and in-depth root cause analysis and deliver findings to senior management to recommend business improvements based on customer feedback
• Working closely with customer-facing teams to share learning opportunities and data-led performance monitoring, aligned to individual, team and business-wide objectives on delivering excellent customer service
• Handle complex inbound and outbound communication with customers in a calm and professional way to turn poor experiences around
• Use several data sources to monitor performance across customer service metrics and regularly report against KPIs and SLAs to support management and influence key decision-making
• Communicate with internal and external parties to investigate and resolve complaints, using emerging trends and historical data to implement mitigations
• Ensure regulatory compliance, including fulfilling requests from the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints, within SLA
• Maintain and update the complaints database with accurate information
• Make recommendations for fair redress and remedial actions
• Ensure all complaints are documented according to policies and procedures
• Coaching all complaint handlers on complaint handling, providing feedback through reviewing examples
• Hosting complaints and incident stand-ups for all teams across the business
• Being directly responsible for up to 3 team’s complaints and incident SLAs and compliance
• Analyzing incidents high-level themes, in addition to complaints

• Proven Complaint Handling experience in a regulated environment
• High level understanding of DISP regulations
• Excellent written and verbal communication skills
• Ability to build strong relationships with internal and external partners (power of persuasion)
• Experience with regulated complaint handling (specifically the FCA's DISP Handbook) and experience with complaints escalated to the Financial Ombudsman Service

Knowledge of Salary Sacrifice products would also be beneficial, but not a requirement

Dog friendly company