Role: As a Customer Resolution Lead, you’ll be the first point of contact for handling customer concerns, ensuring efficient and effective resolutions that uphold our reputation for excellence. You’ll work closely with both customers and partners to provide solutions, improve customer satisfaction, and maintain positive online reviews. A key part of your role will be identifying recurring issues, suggesting process improvements, and ensuring all formal complaints are managed in line with FCA Compliance Guidelines. Your insight will help enhance our customer service journey, making sure we continue to exceed expectations.
Hours: 08:30-17:30 Mon-Fri
Location: Exeter
What you'll need
Admin & IT Skills
What you'll do
1. Deal with customer service matters received by email or phone, addressing customer issues in a prompt and organized way in line with SLAs to ensure a positive customer journey.
2. Communicate with key partners and follow up to ensure prompt resolution.
3. Deliver excellent customer service, demonstrating understanding and empathy to ensure a positive customer journey.
4. Communicate effectively and regularly with internal departments and form excellent working relationships as part of the larger team.
5. Carry out general administrative duties, ensuring our database system is up to date.
6. Ensure all Customer Service KPIs are in line with company guidelines.
7. Provide advice and guidance to the business on handling complaints.
8. Reinforce the Consumer Duty by ensuring complaints are considered objectively, thoroughly investigated, and decisions are fair.
9. Report on complaints and errors to senior management.
10. Act as the first port of call for dispute initial response and resolution.
11. Identify root cause analysis for recurring issues with emerging patterns.
12. Reply to all review platform feedback, positive or otherwise.
13. Manage/monitor the standard and quality of relationships with suppliers and funders.
14. Enforce supplier rules of engagement/SLA with suppliers to support customer experience.
15. Review customer feedback and implement improvements through the team and processes.
16. Ensure all capital outlay is approved by their line manager.
17. Assist with the overall compliance of the sales/admin function ensuring consistency and excellence to match customer expectations.
18. Be proactive in gathering first-party customer evidence that the firm is delivering outcomes for consumers in line with Consumer Duty.
Time to shine
If you think you're perfect for our Customer Resolution Lead role and would like to apply, send your CV and a cover letter to our recruitment team at careers@carparisonleasing.co.uk or by clicking apply. We provide lots of help and advice on what we look for within the applications we receive and how you can make yours stand out. See our recruitment resources.
We understand applying for jobs can be daunting and that sometimes the biggest barrier to pushing the button can be ourselves. Even if you feel you don’t fulfill all of the criteria listed, you still might be a great fit! We encourage you to apply and supplement your CV with a detailed covering letter. We’ll read every one with interest.
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