Kind Consultancy is working with a leading Motor Finance business which is currently seeking a Complaint Handler to join them in a full-time, permanent role based in their Manchester office, paying £28,000 - £32,000 dependent on experience, with a hybrid work model requiring 3 in-office days per week.

The Complaint Handler will be part of a team working on Vehicle Quality complaints, ensuring that all complaints are handled in line with FCA requirements and company guidelines, with key responsibilities including:

• Ensuring customer complaints are dealt with in an efficient, timely and courteous manner
• Complying, at all times, with company procedures and standards and relevant legislation such as Consumer Credit Act, Money Laundering Act, Data Protection Act, FCA, FOS and the FLA code of practice
• Monitoring and reporting on performance in relation to Service and Quality Commitments
• Conducting regular root cause analysis to provide information on complaints data trends
• Delivering guidance, support and advice to departments across the business and the dealer network in order to achieve Quality Commitments
• Liaising regularly with the dealer network to review open merchandise/satisfactory quality complaints and discuss required actions.
• Contributing to the decision-making process and communicating this effectively
• Dealing with sensitive issues in a polite and professional manner

Our ideal candidate for the Complaint Handler opportunity:

• Has 1-2 years of Complaint Handling experience in a call-centre environment
• Has experience of working within the Consumer Finance and/or Asset Finance sector and is familiar with the Consumer Rights Act 2015.
• Is an excellent communicator in writing and speech with professional telephone manner and experience of writing free-form response letters to a high standard with good grammar, punctuation and spelling
• Has excellent negotiation skills and is a confident decision maker
• Has a track record of sensitively engaging with vulnerable and distressed customers
• Demonstrates strong analytical and investigative skills
• Is IT literate and a confident user of Microsoft Office applications
• Maintains excellent attention to detail while handling competing tasks and working to deadline

If you're interested in the Complaint Handler position, have the necessary skills, knowledge and experience, and are based in or can commute to Manchester, please apply with an updated CV today.