Complaints Handler

Recruiter
Confidential
Location
Cardiff
Salary
Competitive
Posted
18 Sep 2020
Closes
19 Sep 2020
Contract Type
Temporary
Hours
Full Time
We're looking for a highly motivated individual to handle customer complaints, specifically Satisfactory Quality Disputes complaints as part of the Black Horse & Lex complaint handling team.

Working as part of a friendly, professional team, you will proactively manage your own case load. This will involve liaising with customers, dealers, manufacturers and Black Horse & Lex sales team. You will use your negotiation, influencing and excellent customer service skills to resolve complaints efficiently whilst delivering fair outcomes for customers and the business.

Demonstrate a confidence to take ownership and responsibility for making your own decisions is critical. Whilst ensuring the highest standards of quality and accuracy are maintained.

Resilient, positive and determined, you'll be capable of meeting demanding deadlines without losing your eye for detail and have the ability to think outside the box. Excellent communication, good team working and letter writing skills are essential.

You will receive in depth training and support to enable you to gain knowledge and competency as a Complaint Manager.

Key Capabilities / Knowledge:

Providing Excellent Customer Service: Deliver superior customer service with a passion for service and quality.

Excellent telephony skills: the ability to articulate complex and challenging decisions in a clear and simple way without compromising the level of customer service.

Planning and Control: Self organisation and prioritisation are a critical aspect of the role to meet demanding deadlines.

Attention to Detail: Ensures processed information complies with relevant procedures and regulatory requirements. Work efficiently and accurately to ensure a fair outcome with a swift, efficient and cost effective resolution.

Team Working: Works co-operatively openly exchanging information and supporting colleagues to achieve business goals.

Adapting to Change and Uncertainty: identifies new learning and self-development opportunities that arise from change at work.

Self-Motivation: Puts energy & commitment into completing work to the best of ability. Looks to exceed performance standards & targets & sets personal goals.

Excellent communication: Negotiation and influence skills with the resilience and ability to influence others. Stakeholder management and relationship building is key.

Financial Services Knowledge: Has detailed knowledge & experience of financial services products & sales procedures within own area & an understanding of the complaint handling regulations applicable to LBG and the FCA, especially the Consumer Rights Act 2015.

MUST HAVE COMPLAINT HANDLING EXPERIENCE!

INITIALLY A 4 MONTH PLACEMENT