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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. We are looking for highly motivated, proactive, resilient individuals who thrive on extra responsibility and have a proven track record of delivering excellent customer service. 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
Handling customer complaints, with a key focus on motor quality complaints
Investigating and responding to customer complaints, especially motor quality complaints received for our Car Finance products in accordance with FCA DISP regulations
Supporting our Loans Quality Executives within Admiral Money with complaint handling of our Unsecured Personal Loan and Specialist Mortgage products
Working alongside our Motor Product Team to support with the development and creation of process documentation
Responding and liaising with the Financial Ombudsman Service to ensure where complaints are escalated these are dealt with appropriately
Ensuring that best practice and expertise is shared across the Complaints team, and to wider Operational and Product 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 you 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
All colleagues eligible for up to £3,600 of free shares each year after one year of service