Customer Resolution Associate

Customer Resolution Associate


Hybrid, Permanent


Kind Consultancy is working with a successful, growing Motor Finance business which is currently seeking a Customer Resolution Associate to join them in a full time, permanent role based in their Cheshire offices with a hybrid work model.

The Customer Resolution Associate will be responsible for handling complaints to the business, with key job activities including:

  • Handling inbound and outbound Complaints telephone calls - this will include calls from customers as well as regulatory bodies including the Financial Ombudsman Service.
  • Managing an individual workload of complaints, ensuring work is completed and responding to complaints within the internal service level and regulatory timescales.
  • Ensuring all new complaints are recorded accurately on the relevant systems, including contact information and necessary actions.
  • Making correct, informed decisions about whether a complaint is justified or unjustified and what action should be taken, taking a commercial view where necessary.
  • Ensuring any offer of settlement or redress is fully supported with documentary evidence.
  • Ensuring all correspondence and telephone contact is clear, concise, and accurate.
  • Treating customers with respect, showing empathy and understanding and always adhering to the principles of ‘Treating Customers Fairly’.
  • Assisting with the preparation and production of Management Information relating to complaint handling
  • Identifying Vulnerable Customers and dealing with them appropriately.

Our ideal candidate for the Customer Resolution Associate opportunity:

  • Must have a knowledge and understanding of the Financial Conduct Authority (in particular ICOB, ICOBS,MCD, CONC and the DISP Complaints Dispute Resolution Rules), the Financial Ombudsman Service (FOS), the Finance and Leasing Association (FLA) and the Information Commissioner’s Office (ICO)
  • Must have a good understanding of relevant legislation, including the Consumer Rights Act 2015, the Consumer Credit Act 1974, the Data Protection Act and the Consumer Credit Directive• Knowledge of common vehicle issues
  • Has knowledge of hire purchase agreements and Motor Finance
  • Is fully computer literate
  • Has an analytical and logical approach and is a strong multi-tasker and problem-solver
  • Excellent communication, inter-personal and telephony skills.
  • Is able to identify Vulnerable Customers and establish fair outcomes for customers in vulnerable circumstances.

If you're interested in the Customer Resolution Associate opportunity and you have the skills, knowledge and experience we're looking for and are based in or can commute to Cheshire, please apply with an updated CV today.

Get in touch