Complaints Handler

512 300 Kind Consultancy
  • Permanent
  • England, North West
  • £20,000 - £24,000
  • Salary: £20,000 - £24,000

Website KindConsultancy Kind Consultancy

Motor Finance

Kind Consultancy is working with a successful Motor Finance business which is currently seeking a Complaints Handler to join them in a permanent position paying £20,000 – £24,000 dependent on experience. The role is based in their Cheshire office, fully in-office for a one-month training period before moving to a hybrid model requiring 3 in-office days per week.

The Complaints Handler will investigate, resolve and respond to complaints within regulated guidelines including FCA, DISP and CRA, with other key responsibilities including:

  • 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
  • Keeping up to date with relevant legislation and applying it in practice to cases
  • Diffusing difficult situations and showing sensitivity to the needs of customers
  • Escalating complaints when necessary

Our ideal candidate for the Complaints Handler opportunity:

  • Has good knowledge of complaints handling, CRA, DISP and FCA guidelines
  • Has very well developed communication skills, including empathetic listening and the ability to make customers fee heard and understood
  • Has past experience in a Complaints focussed role within an FCA regulated environment
  • Has a track record of excellent letter writing and is able to explain complex situations in plain English
  • Having a good knowledge of Motor Finance would be desirable
  • Is IT literate and a confident user of Microsoft Office and CRM systems

If you’re interested in the Complaints Handler position and you have the skills and experience we’re looking for, please apply with an updated CV today.

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