THE ROLE: Commissions Team Advisor - Fixed Term Contract
LOCATION: Grimsby
SALARY: Starting at £26,227.50 + benefits.
HOURS: 37.5 hours per week Monday – Friday
About Advantage Finance
Advantage Finance is one of the UK's leading providers of specialist motor finance. From our HQ in Grimsby, we’re proud to employ around 214 people who have been putting conversation before credit scores since 1999, helping all sorts of people get moving by listening to their stories and understanding their lives.
Our Core Values
Our business has always been about people, believing in our valued employees, and is built on our core values TRUST.
Teamwork – We work closely together to provide the best possible service.
Respect – We treat each other with total respect, and we treat our customers with equal respect.
Understanding – Understanding our customers, and each other, as human. Understanding our business and our responsibilities.
Supportive – We support each other, and we provide the best support to our customers.
Truthful – We are true to ourselves and true to each other. Honesty and integrity runs through everything that we do.
The Role
We are looking for a proactive and customer-focused individual to join our team. In this role, you’ll play a key part in supporting customers and ensuring positive outcomes through effective communication and problem-solving. The team will be tasked with handling specific complaints and finding fair and reasonable solutions in line with company policies and relevant guidelines and regulations.
Key Responsibilities:
- Logging complaints to the internal COMMS systems
- Handling of an individual worklist of customer accounts who have recorded an active complaint/dissatisfaction with ourselves
- Assessing and investigating customer concerns and providing fair resolutions based on the individual concerns raised
- Advising customers of their consumer rights and signposting them to external advice where required ensuring customer understanding and good customer outcomes
- Managing escalated Ombudsman complaints in a timely mannerAll call backs completed within 1 working day with a key focus on vulnerable customer
- Organising redress and refunds as required
- Ensuring compliance with DISP rules and fair process & good outcomes of any customer complaints within the team
- Ensuring a fair process is followed for all customer and good outcomes are reached as per Consumer Duty in all instances.
Person Specification
Key Skills and Attributes
- Communicate effectively with customers to fully understand their personal situation
- Be forward thinking and pro-active, seeking solutions to potential issues as they arise
- Communicate effectively in written form within both letters/emails/SMS messages to customers and via entries on the OA customer diary screen
- Ensure a high level of attention to detail when handling all customer and account details
- Maintain a good knowledge of relevant company practices and policies, and know where to access this information
- Maintain a good, up to date knowledge and understanding of regulatory guidance regarding the fair treatment of customers and the identification of vulnerable customers
- Work effectively alone to make decisions on customer circumstances using company policies as a guide
- Work well within a team to achieve monthly targets and KPI's
The Benefits
Additional holiday leave
Bonus scheme
Sick Pay
Company pension (with the option to salary sacrifice)
Life insurance
On-site parking
Private medical insurance
Employee assistance programme
Company events & awards
Training & development
Inclusion and Diversity
We are committed to equality, diversity and inclusion. We are an equal opportunities employer. All qualified applicants will receive consideration for employment without regard to race, colour, sex, religion, sexual orientation, disability or any other protected characteristic. Our aim is to celebrate differences and encourage everyone to join us and be themselves at work.
Contact information:
For any informal discussion or for any further information please contact HR - 01472 570270 [email protected].
Job Type: Full-time
Pay: From £26,227.50 per year
Benefits:
- Company pension
- Life insurance
- On-site parking
Application question(s):
- Do you have telephone/customer facing experience?
- Do you have experience in a financial services regulated environment?
Work Location: In person
