Join to apply for the Complaints Specialist role at The Real Estate Bd dot net.
You will be responsible for responding to and processing all customer/dealer enquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions. Through day-to-day actions ensure compliance with all regulatory requirements and industry standards. To enhance the brand through continued commitment to the organisation's vision and values.
Principal Accountabilities
* Address, investigate and resolve all complaints promptly, meeting regulatory deadlines.
* Own all customer issues through to resolution.
* Liaise professionally with Retailers and Manufacturer teams as appropriate.
* Respond to the Financial Ombudsman Service timely and appropriately.
* Update the Contract Management System and Complaints database accordingly and in a timely manner.
* Ensure Team Leader is aware of potential issues associated with work queues, delays, and complaint trends.
* Provide complaint summary that advises the SMT of current status of complaints, detailing costs/losses to the business.
* Adhere to formal regulatory processes and policies.
* Work effectively with colleagues in support functions around the business to gain resolution to complaints.
* Monitor own performance to ensure adherence to targets, deadlines, and procedures.
* Responsible for meeting individual performance targets and management of cases.
* Participate in department/business projects to generate innovative ideas that add value.
* Continually develop own knowledge and skills to ensure the correct information and fair outcomes are provided to Customers.
* Such other duties as management may from time to time reasonably require.
Knowledge, Experience And Qualifications
* Resolving complaints through a final response letter (Essential)
* Proven track record of working with and handling complaints (Essential)
* Experience of Financial Ombudsman Service complaints (Preferred)
* Experience in the automotive or consumer finance industry (Preferred)
* Strong telephony expertise within a contact centre or similar environment (Preferred)
* Familiarity with relevant regulations and legislation (Preferred)
* Minimum of A levels or equivalent.
IT Skills Profile
* Excel and Word to Intermediate level.
* Workflow management.
Seniority Level
Entry level
Employment Type
Temporary
Job Function
Customer Service
Industries
Administrative and Support Services
#J-18808-Ljbffr