Location: Chesterfield, Thompson Close
Working hours: 40hrs Mon - Fri 8.30am - 5pm
About us
Evolution Funding is the UK’s market-leading provider of motor finance and technology solutions. Established over 20 years ago, our scope and capabilities go far beyond that of a traditional finance broker, with our award-winning technology placing us at the forefront of digital finance journeys, powering brilliant customer experiences across the breadth of the automotive finance industry.
The Team
The Resolutions team are a high performing team with a really friendly and supportive culture and act as intermediaries between funders and lenders through the complaints resolution process.
Communicating daily with representatives at all levels from the industries main funders and dealerships, the role of the complaint handler role is to investigate and establish the facts surrounding a complaint made by a customer who has taken out automotive finance. The complaints handler will do this through establishing relationships with external stakeholders via telephone, quickly building trust and conducting fact finds and investigations while accurately administering a variety of systems and databases.
Key Responsibilities
- Investigate complaints in line with regulatory procedures.
- Communicate and influence effectively with lenders, dealerships, and customers.
- Accurately record complaints onto the Complaints Management System (CMS).
- Management of complaints in a timely and compliant manner, in line with SLAs.
- Work to ensure that the highest level of service is consistently delivered to our customers.
- Effectively manage workload to maximise productivity.
- Liaise with all internal and external departments.
- Identify and implement process improvements to enhance the overall complaint handling procedure.
- Adhere to numerous legislation and regulations including Consumer Rights Act 2015, TCF, GDPR, Information Commissioner’s Office (ICO) and Financial Conduct Authority (FCA) guidelines.
Personal qualities you will need in order to apply
- Proactive and able to use your own initiative
- Able to work autonomously as well as part of a wider team
- Natural inquisitiveness and problem-solving skills
- High level of attention to detail
- Confident & resilient with excellent communication skills
Technical skills and experience you will need
- Excellent understanding/knowledge of the Consumer Rights Act and FOS.
- Able to quickly build rapport & professional relationships at all levels of a business.
- Complaints background is highly desirable.
- Ability to compose emails and letters in a professional format.
- Confidence in handling telephone calls with a range of stake holders.
- Gather relevant information to assess the validity and complexity of each complaint.
- Communicate with customers both verbally and in writing to obtain additional details and provide updates on the complaint status.
Skills
- Strong problem-solving skills with the ability to make fair judgements and mediate between parties.
- Attention to detail and the ability to work efficiently in a fast-paced, deadline driven environment.
- Excellent communication skills, both written and verbal with the ability to empathise and maintain professionalism when dealing with customers.
- Good organisational skills and ability to prioritise workload.
- Ability to manage a large volume of cases with strict timeframes.
- Good knowledge of Microsoft Office is desirable.
Experience
- Previous experience as a Complaint Handler is highly desirable.
- In depth knowledge of the FCA regulations, Consumer Rights Act 2015, TCF, GDPR and Information Commissioner’s Office (ICO).
- Experience of the motor trade or brokerage desired, though not essential
Job Types: Full-time, Permanent
Pay: £28,000.00-£30,000.00 per year
Benefits:
- Company events
- Company pension
- Health & wellbeing programme
- Life insurance
- On-site parking
- Work from home
Application question(s):
- Will you now or in the future require sponsorship for the role that you have applied to?
- Have you previously worked as a complaints handler?
- Have you worked in an FCA regulated company previously?
- Have you worked in the Automotive Finance industry previously?
Work Location: Hybrid remote in Chesterfield S41 9AZ
