Customer Complaints Officer
External
Ayvens · Bristol CecPrepare for this interview
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At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move. We are looking for Customer Complaints Officer to join our Technical Complaints team located in Lyde Green, Bristol (BS16 7LB) on a 12-month fixed term contract. In this role you will provide investigation and resolution for customer concerns that cannot be resolved at first point of contact, whilst providing support to the wider business in complaints management. You will also liaise with appropriate external third parties as necessary. The key responsibilities of the role are as follows: Management of incoming technical complaints within agreed service levels, regulatory requirements and in accordance with our business processes and procedures. Support wider business with complaint resolution, through advice, training and coaching. Support Ayven's relationship with the Financial Ombudsman Service (FOS) and British Vehicle Retail Leasing Authority (BVRLA). Work with all business areas and external partners to manage all formal complaints efficiently and effectively, ensuring compliance with all regulatory requirements, Ayven's and Group policy Maintain an accurate record of all complaints using the company CRM system ensuring that all records are recorded and maintained in line with company policy and regulatory requirements. Support ongoing training requirements across the business for new and existing employees. Provide support to wider business in managing complaints at first point Work with line management to further develop and enhance ALD approach to dealing with complaints. Prepare case requests from external authorities Skills and experience required Excellent communication skills - written and verbal Excellent time management, planning and organisation Self-motivated Remains engaged when under pressure Develops others by sharing own experience and expertise Understands the need and can work within legislative guidelines Problem solving, willing to search for alternative solutions and long-term process improvements Proven ability to influence others and manage difficult situations Commercial awareness and understanding of business processes
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