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As a Motor Quality Specialist, you will be responsible for handling customer complaints, with a key focus on motor quality complaints. You will investigate cases of all types, following notification of a complaint. This will involve communicating with internal and external stakeholders to reach the best outcome for our customers and the business. You will be responsible for ensuring the outcome is fair and where necessary remedial action is taken.
Job Responsibility:
Complaint Handling: investigating and responding to customer complaints, especially motor quality complaints for Car Finance products
Process Optimisation: working with Motor Product Team to develop process documentation
FOS (Financial Ombudsman Services) Complaints: responding and liaising with the Financial Ombudsman Service
Sharing Best Practice: ensuring best practise and expertise is shared across the Complaints team and wider areas
Requirements:
Experience in dealing with Motor Quality complaints and experience with working with motor dealers/brokers is desirable
A good understanding of the Consumer Rights Act 2015
Experience of dealing with complaints within a regulated environment
A good understanding of Microsoft packages
A strong appetite for providing first class customer service
Confidence in communicating clearly to all staff members from frontline staff to senior stakeholders, as well as customers via different channels
What we offer:
33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays)
option to buy or sell up to an additional five days of annual leave
eligible for up to £3,600 of free shares each year after one year of service