Customer Complaints & Service Oversight Specialist

Up to GBP45,000 plus company car / allowance and excellent benefits

Hitachi Capital Consumer Finance is powered by Hitachi Capital (a fast growing, fast pace financial service organisation) and part of one of the worlds most respected global brands.

We are a dynamic, innovative and progressive organisation with ambitious growth plans for the future. We have an autonomous, customer centric and supportive culture that can offer you a long term career where you are recognised and rewarded for your contribution.

Due to growth we are recruiting for a newly created position for a technical expert to act as the complaints regulation specialist as well as broader customer service on HCUK policy, process and procedures, applying an in depth knowledge of the rationale behind these documents and how they interpret regulatory/legal requirements. Based on sound knowledge and understanding of external regulations, specifically, Financial Conduct Authority (FCA) DISP and the Consumer Credit Act, providing regulatory expertise and oversight across our Customer Service teams .

You will have the ability to translate regulatory requirements into customer facing and operational areas, engaging and working collaboratively with stakeholders across the business

Typical duties will include:-

-Represent Customer Service as required to provide regulatory expertise for various business projects and initiatives. Working closely and in conjunction with Compliance and Legal teams to ensure projects that impact complaints and customer service are fully compliant

-To guide and support teams to consider and evidence the fair treatment of our customers

-To be the first point of contact for any regulatory enquires or questions around specialist complaints, customer or advisor escalated queries, offering advisory support to colleagues

-Working closely with the Customer Service Management team, Team Managers, and key stakeholders ensure that the wide range of complaints we receive are investigated and handled in accordance with all relevant regulations, HCUK policies, processes and procedures and best practice

-To oversee the FCA complaints data sampling and validation procedure

-Awareness of emerging internal and external factors that may affect HCCF customer facing procedures, and take ownership to escalate these into the change process

-To oversee remediation activity and proactively review and suggest improvements to customer communications to improve customer outcomes and reduce customer dissatisfaction

-Support the drive to embed procedures within Customer Service and identify gaps or non-adherence to reduce risk of unfair customer outcomes or breaches

-Provide governance and oversight to ensure HCUK policy, process and procedures are aligned across teams

To be considered for this fantastic opportunity you will have to have a key understanding of external regulations, specifically (FCA) and CCA, to ensure that, in light of any legislative changes, our existing policies, procedures and guidance are fully compliant and communicated accordingly. An in-depth knowledge of regulation including DISP & CONC, and how this is applied to a busy, customer centric financial services business is required