Complaints Officer (12 month FTC)
Petersfield, United Kingdom
3h ago

Job Description

As the Complaint Officer you will be working as part of a Complaints Team to manage customer complaints and to assist in maintaining procedures that are FCA compliant.

Role Responsibilities

  • Respond to and seek to effectively resolve customer complaints that are escalated from other parts of the business, in line with the company’s complaints procedures taking into account relevant regulation and legislation within strict deadlines dictated by the Financial Conduct Authority (FCA)
  • Use of various mediums to investigate and gather information in relation to the specific complaints
  • Develop reporting procedures and provide root cause analysis information
  • Provide information to Team Managers and Complaints Manager to create and maintain management reports to the Executive Management team and provide feedback on existing and emerging trends
  • Liaise with internal departments and suppliers, brokers, mechanical engineers etc. to obtain information to investigate a complaint thoroughly
  • Negotiation with dealers and brokers in relations to costs, repairs, and contractual obligations
  • Responsible for recommending dealerships to be placed on a DND list and providing insight to the business if conduct and responsibilities do not meet the expected standards of Moneybarn
  • Responsible for maintaining good relationships with our suppliers and brokers and encouraging positive outcomes for all parties involved in the complaints process
  • Calculating appropriate reduced return of advance (ROA) payments and negotiating with suppliers to reach an agreed value
  • Ensure that feedback is provided through the appropriate channels regarding the outcome of a complaint
  • Ensure that once a complaint is closed, the account is handed back to the relevant department with full details of the resolution offered ensuring that any remedial and corrective arrangements are completed
  • Accountable for own complaints from inception to final response and using own judgments to make decisions in relation to compensation for loss of use, redress and gestures of goodwill (GOGW) within company policies
  • Arrange for, and follow up on, any compensation or other action offered to a customer including the provision of hire vehicles and alternative transport costs for the customer
  • Decide where customer credit files require amendments and corrections and arrange for these to be processed as part of the complaint resolution
  • Compose final response letters to Complainants, outlining the details of the investigation and providing a clear and concise conclusion to include any offers made to address redress, compensation and GOGW
  • Liaising with the Litigation Department to provide detailed accounts of the complaints and assisting them with relevant information for letters before action (LBA’s)
  • Responsible for concluding that agreements should be unwound and providing the Team Managers with detailed evidence and information to support the Unwind decision
  • Responsible for confirming when HPI markers (if appropriate) can be removed when a complaint has been concluded
  • Required to keep abreast of changes in Legislation, industry changes, Manufacturer’s recalls, changes in MOT regulations and any other policies that effect the complaints procedures.
  • You must adhere to the FCA Conduct rules
  • Essential

  • An understanding of the legislation that governs the business and being able to see how that impacts on the business
  • Demonstrable experience of Complaints RCA & Resolution
  • Excellent English skills with strong letter writing skills
  • Confident, and if necessary, authoritative on the phone
  • Excellent time management skills
  • Able to liaise at all levels with other departments and outside agencies
  • Ability to take responsibility for the tidy up procedures on complaint closure
  • Desirable :

  • Knowledge of the car finance industry
  • Knowledge of car mechanics
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