Regulated Complaints Specialist
Salary circa £35,000pa depending on experience
Hybrid working pattern, based up to three days a week at our Milton Keynes office
Drive exceptional customer experiences with world-class brands.
The Regulated Complaints Handler plays a critical role in ensuring a high standard of customer satisfaction by effectively managing and resolving customer complaints. Acting as a key point of contact, the role involves investigating concerns, liaising with internal teams, and delivering fair and timely resolutions in line with company policies and industry regulations.
This position requires strong communication skills, empathy, and problem-solving abilities to handle complex cases professionally while maintaining the companys reputation for excellent customer service. The Complaints Handler will also identify trends in customer feedback, providing insights to improve processes and prevent recurring issues.
What We Can Offer You:
33 days annual leave, including bank holidays
Retail discounts that save you money every day
Gym discounts, cash healthcare plans, and a cycle-to-work scheme
Car discounts for new and used purchases and servicing
Flexible pension scheme to support your financial future
Family-friendly policies that help you spend more time with the people that matter
A wellbeing programme to support you and your family
Ongoing recognitionfrom your peers and leadership team
A community volunteering day
What Youll Do Day to Day:
As a Complaints Handler, you will play a key role in ensuring customer satisfaction by effectively managing and resolving complaints in a professional and timely manner. Your primary responsibilities will include:
Complaint Management: Investigate, assess, and resolve regulatory complaints in line with relevant laws, industry guidelines, and company policies
Regulatory Compliance: Ensure all complaint handling processes align with regulatory bodies such as the Financial Conduct Authority (FCA), the Financial Ombudsman Service, or other relevant authorities
Customer Resolution: Provide fair, timely, and customer-centric resolutions, balancing regulatory requirements with business objectives.
Root Cause Analysis: Identify trends and root causes of complaints, recommending process improvements to reduce future issues
Stakeholder Collaboration: Work closely with internal departments (sales, finance, legal, and customer service) to gather necessary information and implement resolutions
Reporting & Documentation: Maintain accurate records of complaints, actions taken, and resolutions while preparing reports for internal and external audits
Regulatory Liaison: Act as a point of contact for regulatory bodies and external dispute resolution services, ensuring prompt and compliant responses
Policy & Process Development: Contribute to the refinement of complaint-handling procedures and compliance strategies to enhance customer experience and reduce risk exposure
Training & Support: Provide guidance and training to customer service teams on regulatory complaint handling best practices
Helpful Skills and Qualifications
Dont worry about ticking off every single skill here - if you care about delivering great experiences as much as we do, we want to hear from you.
Previous experience of complaint handling within a regulated environment, customer service, or dispute resolution role, preferably in an automotive, retail, or financial services environment
Experience dealing with complex and regulated complaints, adhering to industry standards and company policies
Excellent communication skills, with the ability to handle difficult conversations professionally and empathetically
Decision-making ability, to make fair and informed decisions to resolve complaints
Knowledge of consumer rights, consumer duty, warranty policies, and automotive industry standards is highly desirable
Be part of something big
Group 1 Automotive is on an exciting growth journey. We are home to over 7000 colleagues dedicated to providing exceptional customer service, with 114 dealerships in the UK, representing 21 brands at the forefront of automotive retail.
But you dont need to love cars to work with us you just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people.
Our Values
At Group 1 Automotive we pride ourselves on our five core values that are incorporated in allthat we do.
Respect - Integrity - Transparency - Teamwork Professionalism
These are the principles that every member of our team lives by, whether that be business functions, customer interactions, how we interact with the local community and even how we view each other in the team.
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