Aftersales Agent – Complaints

512 300 Kind Consultancy

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Motor Finance Business

Kind Consultancy is working with a successful Motor Finance s business which is currently seeking an Aftersales Agent to join their Complaints team in a permanent, full-time role based in their offices in Cheshire. The position pays £22,00 and has a hybrid work model requiring 3 days per week in-office following a fully office-based training period.

The Aftersales Agent will focus on ensuring excellent service is provided to customers, third parties and business partners when handling complaints, with key responsibilities including:

  • Investigating, resolving and responding to complaints within regulated guidelines including FCA, DISP and CRA guidelines.
  • Providing case updates via phone and email to customers and effectively notating the Complaints Management System•
  • Conducting proportionate investigations into complaints in order to make informed, impartial decisions based on relevant legislation and industry practice
  • Monitoring the team mailbox and ensuring all complaints are completed within KPIs
  • Updating the Complaints Management System, providing a clear audit trail
  •  Identifying the root cause of a complaint as part of a fair and thorough investigation
  • Monitoring and reporting on trends and issues arising from complaints

Our ideal candidate for the Aftersales Agent – Complaints opportunity:

  • Has experience of working in a fast-paced environment and of communicating clearly at all levels
  • Has good knowledge of complaints handling, CRA, DISP and FCA guidelines
  • Has proven technical asset finance knowledge and previous complaints handling experience, preferably within a dealership or vehicle finance environment
  • Is highly self-motivated individual with a ‘can do’ attitude
  • Has strong organisational and time management skills and great customer service skills
  • Is able to deal with vulnerable customers, be empathetic and able to adapt communication style to the customer’s specific needs
  • Is proficient in MS Office and CRM systems
  • Displays an excellent standard of letter writing including explaining complex situations in plain English

If you’re interested in the Aftersales Agent – Complaints position, you’re based in the Cheshire area and you have the skills and knowledge we’re looking for, please apply with an updated CV today.

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