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Complaints Handler
Salary - £28,500
Location – Manchester
About Us
Join our team of passionate Zutonites and help transform the car finance experience with simplicity and integrity.
Our journey began in 2006, and we're thrilled to have achieved significant milestones along the way. However, we're not resting just yet. We're continuously striving to reach new heights and achieve even greater successes with our team of over 450 Zutonites.
Benefits of being a Complaints Handler at Zuto:
* Clear progression throughout the business
* Award winning Induction training and development from our ISM accredited training programme
* Thorough FCA/Compliance training
* 28 days holidays including bank holidays, plus an extra day off for your birthday
* Award dinners, regular social events, and team nights out
* An additional day available to take to support local charities
* Cycle to work scheme, discounted retail outlets and hospitality venues
* Income protection and financial advice
The Role:
* Investigate and respond to escalated non-regulated vehicle quality complaints in line with FCA regulations, being always empathetic
* Record and input complaints into our CMS
* Feedback to other areas of the business on the causes of complaints
* Inform customers of the outcome of their complaints
* Decide on the level of compensation to be awarded
* Create accurate records ensuring all elements of the complaints are logged
* Champion excellent customer service
* Embrace “Treating Customers Fairly”
* Summarise all evidence of investigation
* Seek to improve your own skills
* Work closely with training and call quality teams
* Develop reporting procedures and provide root cause analysis
* Liaise with internal departments, dealers, lenders, etc.
* Negotiate with dealers regarding costs, repairs, and obligations
* Calculate appropriate reduced return of advance (ROA) payments
* Keep abreast of changes in legislation and industry
* Adhere to the FCA Conduct rules
What we’re looking for:
* Evidence of working in a complaint’s role
* Minimum 2 years’ experience in a customer facing complaints role
* Understanding of the legislation that governs the business
* Excellent written and verbal communication skills
* Problem-solving skills and keen attention to detail
* Strong organisational skills
* Understanding of FCA regulations
* Negotiation and influencing skills
* Able to work under pressure
* Confident and authoritative on the phone
Zuto is committed to nurturing a progressive and inclusive culture and provides equal employment opportunities.
Seniority level
Executive
Employment type
Contract
Job function
Business Development and Sales
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