Customer Complaints Specialist

The Company Our prestigious client are part of an international banking group which helps companies to expand their business capabilities by offering tailored leasing and finance solutions. Their expert teams’ partner with equipment vendors that are looking to grow their sales, and businesses that require outsourcing services for assets within a number of key markets including technology, IT, Telecoms, automotive, heavy plant and agricultural equipment. They are a European leader in leasing, backed by the stability of an international banking group. This is a hybrid working position once trained. 3 days in the office and 2 days working from home. Responsibilities Responsible for the control and management of the Handling of Complaints in line with procedures ensuring the business objectives and SLA’s are met and all processes and procedures are compliant. Key Activities * Taking primary responsibility for the complaints process, dealing with complaints in line with published time lines (including escalation of complaints in line with published procedures) and safe guarding our profitability at all times and in line with FCA and TCF. Liaising with Vendors, End Users, Solicitors, Collections, Recoveries, Sales and any other relevant internal or external contacts in order to resolve complaints effectively * Managing complaints reporting, publishing results on a monthly basis and making amendments to the reporting as and when required and to be involved in the analysis of complaints including looking at trends, attending meetings and conference calls with regards to this analysis, and presenting this analysis to line managers. * Ensuring all of the Complaints process and procedures are documented, reviewed on an annual and amended accordingly and cascade new and existing policies and procedures content to all Complaint team members * Taking ownership of all development testing requirements including identifying resource, managing test plans, validating results and identify system developments required in order to improve process and customer experience Your Experience/atributes * Excellent communication, organisational and time management skills. * Resourceful and ability to use initiative. * Great attention to detail & able to work to tight deadlines * Customer focused * Experience in handling sensitive, complex queries both in writing & over the phone * Strong IT and keyboard skills with the ability to maintain the highest standards under pressure. Additional Responsibilities Any other ad-hoc duties as required by my Line Manager. Responsible for adhering to policies, procedures, guidelines, and the internal control framework established to guide the operation of their function in addition to regulatory compliance requirements The Environment You will be working in a busy, open plan office. Normal working hours are 8.45 to 17.15 Monday – Friday; however, we operate on a shift system from 8.00 to 18.00 each day. Additional hours will be required on an ad-hoc basis