Customer Care Specialist

  • Warrington, Cheshire, North West, England
  • £25000 - £29000 per annum, Benefits: Full Benefits Available on Request USD / Year
  • Full Time
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Job Details

Do you thrive on resolving customer issues and fostering positive relationships?
A leading specialist lender of consumer finance is seeking a passionate and results-oriented Complaints Specialist to join our growing Aftersales team.

About the Role:
In this pivotal role, you’ll be the primary point of contact for customers with complaints. You’ll take ownership of the entire complaints process, from acknowledging concerns to conducting thorough investigations, and ultimately providing fair and effective resolutions to ensure positive customer outcomes.

What You’ll Do:

  • Respond to customer complaints via phone, email, and written correspondence in a timely and empathetic manner.
  • Investigate complaints thoroughly by gathering relevant information, liaising with internal departments and external parties, and reviewing customer accounts.
  • Develop and implement clear, concise, and appropriate resolutions to complaints, focusing on achieving positive customer outcomes.
  • Ensure all complaints are handled in accordance with company policies and regulatory guidelines, including FCA, DISP, and CRA regulations.
  • Build and maintain strong working relationships with introducers and third parties to facilitate prompt and effective resolutions.
  • Provide regular case updates to customers and third parties via phone and email to ensure optimal customer service levels.
  • Maintain accurate and detailed records of complaints and resolutions across all systems.
  • Plan and prioritize workload efficiently, working well under pressure and meeting strict deadlines to achieve individual and team KPIs.
  • Identify root causes of complaints to ensure fair and thorough investigations.
  • Monitor and report on trends and issues arising from complaints.
  • Identify and provide feedback to management for process improvements to drive continuous service enhancement.
  • Stay up-to-date with relevant legislation and apply it effectively to customer cases.
  • Diffuse difficult situations and demonstrate sensitivity to customer needs.
  • Escalate complex complaints to Customer Operations Management, informing them of any legal or FOS-related cases.

Who You Are:

  • An excellent communicator with exceptional written and verbal skills, including the ability to have difficult conversations professionally.
  • A natural problem solver with a keen eye for detail and strong investigative skills.
  • Highly motivated and results-oriented with a “can-do” attitude.
  • Highly organized and detail-oriented with exceptional time management skills.
  • Compassionate and adaptable, with the ability to handle vulnerable customers and adjust communication styles to individual needs.
  • Proficient in MS Office and CRM systems.
  • A strong analytical thinker with excellent decision-making abilities.
  • Skilled at building positive relationships with customers and external parties.
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