Complaints - Kind Consultancy

Complaint Handler

5 July 2024

Kind Consultancy is working with a fast-growing Motor Finance firm which is currently seeking a Complaint Handler to join them in a full-time, permanent role based in their Kent offices, paying up to £27,000.

The Complaint Handler will focus on timely and accurate administration of any complaints received by the company from introducers and customers, ensuring all responses are completed in line with the current FCA and CCA regulations and the company’s policies and procedures, with key activities including:

Ensuring that all inbound complaints are thoroughly investigated within regulatory time frames
Openly and fairly reviewing each customer complaint without bias or personal opinion
Taking ownership throughout the decision-making process, communicating your reasoning, ensuring all obligations with relevant legislation are met, including the Consumer Credit Act, FCA, FOS and the FLA code of practice
Establishing telephone contact with customers to gain a full understanding of their complaint in order to progress to a fair outcome as quickly as possible
Building excellent relationships with 3rd party service providers, dealer networks and the sales team to review and resolve any quality concerns
Maintaining the complaints database with correct and relevant information at all times
Ensure all regulatory responses are issued correctly and on time

Our ideal candidate for the Complaint Handler opportunity:

Has experience of working within the motor finance industry with a minimum of 12 months handling vehicle quality issues and complaints
Has good knowledge the FCA’s Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty, and of GDPR and the DPA act
Is able to understand and comply with documented processes, policies and procedures
Has excellent verbal and written communication skills, including the ability to make customers feel heard and understood
Has a good educational background with demonstrable proficiency in Maths and English
Is Computer Literate, including MS Office products and E-mail

If you’re interested in the Complaint Handler opportunity, you’re based in or can regularly commute to Kent, and you have the skills, knowledge and experience we’re looking for, please apply with an updated CV today.

Complaints Team Leader

11 June 2024

Kind Consultancy is working with one of the UK’s leading Motor Finance firms which is currently seeking a Complaints Team Leader to join them in a full-time, permanent role based in their Manchester office, paying up to £35,000 with a hybrid work model requiring 2 in-office days per week.

The Complaints Team Leader will to lead, manage and motivate a team of Complaint Handlers, with key responsibilities including:

Managing the day-to-day organisation and co-ordination of work for the team
Review and manage team performance daily and implementing necessary measures to grow the team’s performance
Accountability for the team performance, with the ability to motivate and deliver to a team target
Deliver upon our customer metrics to maintain a high level of customer satisfaction
Have a keen eye for process control and improvements, with the ability to suggest ways to create efficiencies within the department
Ability to supply the senior management team with progress data, management information and KPI performance stats
Working closely with our Training and Quality Assurance Teams
Completing various people management tasks including performance meetings, disciplinaries, review and reward meetings
Setting and maintaining effective service levels within the department to ensure efficiencies are achieved

Our ideal candidate for the Complaints Team Leader opportunity:

Must have a strong understanding of the Financial Conduct Authority rules and complaint handling guidelines
Must also have experience of complex complaint handling
Has excellent team building and people skills, with a track record of motivating and coaching team members to maximise perfomrnace
Is highly organised with the ability to prioritise and work to strict deadlines
Has an aptitude for analytics with the ability to interpret management information i.e. spot trends, understand how to use to benefit / drive performance.
Is IT literate with experience of Microsoft applications
Has good written and oral communication skills and presentation skills and is highly numerate
Having past experience of work within Motor Finance would be highly advantageous

If you’re interested in the Complaints Team Leader role, you’re based in or can commute to Manchester and you have the skills and experience we’re looking for, please apply with an updated CV today.

Customer Resolution Associate

11 March 2024

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.

Complaint Handler

Complaints Team Leader

Customer Resolution Associate

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