Regulated Complaints Manager

Posted on Jun 11, 2019 by CV-Library

Northampton, Northamptonshire, United Kingdom
Call Center & Customer Service
Immediate Start
£24k - £24k Annual
Job Summary

As part of the central Customer Support team and supporting the Head of Customer, you will provide complaint-handling for the customer programme for the CarShop. This involves co-ordinating the handling of all complaints relating to regulated product sales, escalated complaints from the Financial Ombudsman Service, civil court claims, GDPR (SAR/data concern) and complaints escalated to the Head of Customer above the store customer service teams.

Key responsibilities

- To deliver a consistent high quality of service for internal customers

- To accurately log all relevant cases on internal systems, acknowledging customers and agencies and providing regular updates on complaint progress and to ensure that complaitn SLAs are adhered to

- To request and collate from stores and suppliers all relevant documentation to assist in complaint investigation

- To actively support and be involved in investigation outcomes, assessing the correct course of action using the relevant policies and legislation to make the right commercial decision for the business

- Writing final responses for customers based on the investigation outcome and sending these to customers. Co-ordinating any administrative tasks as part of the resolution such as goodwill payments, product cancellation, warranty commercial decisions etc.

- Assisting the Head of Customer in handling relevant customer GDPR issues with customer contact, data collation and investigation and final response.

- Attending court hearings, mediation as part of court case resolution required

- To keep accurate records of complaint timescales and outcomes on internal systems to ensure that deadlines are met

- To prompt colleagues to take action to ensure deadlines and resolution of complaints are met within standards and timescales

- To provide accurate monthly reporting on complaints for FCA and internal reporting requirements including root cause analysis

- To promote changes to process to compliance and training team to reduce the root causes of complaints

- To ensure relevant confidentiality and data storage and processing in line with company policies

- To provide holiday cover as part of the central customer experience team to produce reports to help support the customer programme

- Any other reasonable duties as requested

Reference: 210196973

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