Job Description

Complaints at Blue

Complaints at Blue drive good customer outcomes, balancing the regulatory requirements and Blues policies with the needs of the customer.

Overall Purpose of the Role

The role is part of a team who ensure timely and accurate administration of any complaints received by the company including the companys introducers and customers. The team also ensure all responses are completed in line with the current FCA and CCA regulations and the companys policies and procedures.

Key Responsibilities and Accountabilities

To work as part of a motivated team, sharing successes and key learnings to ensure that all inbound complaints are thoroughly investigated within regulatory time frames To openly and fairly review each customer complaint without bias or personal opinion To take ownership throughout the decision-making process, communicating your reasoning, ensuring we meet our obligations with relevant legislation including the Consumer Credit Act, FCA, FOS and the FLA code of practice, whilst keeping the customer at the heart of what we deliver. Establish telephone contact with customers to gain a full understanding of their complaint in order to progress to a fair outcome as quickly as possible. Ensure that all complaints are handled with the highest standard of customer care. Build excellent relationships with 3rd party service providers, dealer networks and the sales team to review and resolve any quality concerns To maintain complaints database with correct and relevant information at all times

Compliance and Regulation

Develop and maintain a full understanding of the Companys compliance requirements (including the Financial Conduct Authoritys Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements.

Take responsibility for ensuring that personal data within your remit is handled lawfully, fairly, and in line with the companys data protection policies and procedures. Collaborate with the Data Protection Officer to ensure compliance with data protection standards, guidelines, and principles, acting in a manner that upholds these requirements while supporting the DPOs overall oversight responsibilities.
For customer data, ensure it is processed securely and in accordance with data privacy obligations to protect the rights of individuals.

Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your role at Blue.

Person Specification

Ability to remain calm and professional under pressure Essential for handling frustrated or distressed customers while maintaining service quality. Strong emotional intelligence and empathy Ability to actively listen, acknowledge customer concerns, and demonstrate understanding, even in difficult situations. Experience managing challenging conversations and de-escalating complaints Skilled in conflict resolution techniques to handle emotionally charged situations effectively. Ability to maintain objectivity and professionalism when dealing with difficult customers Ensuring compliance with policies while balancing customer needs. Ability to remain resilient and manage stress effectively in a high-pressure environment Working in complaints can be emotionally demanding, so maintaining well-being and self-care strategies is important. Experience working in a regulated environment with an understanding of complaint handling best practices Given the FCA's oversight, demonstrating knowledge of dispute resolution and complaint handling is beneficial. Ability to deliver fair and compliant complaint resolutions in line with FCA guidance and internal policies Ensuring all resolutions align with Treating Customers Fairly (TCF) and Consumer Duty principles. Excellent written English skills, with the ability to draft clear, professional, and empathetic customer responses, including formal complaint outcome letters. Experience using complaints management systems and CRM software Essential for logging, tracking, and resolving complaints efficiently. Attention to detail when documenting complaint cases Ensuring records are accurate, comprehensive, and compliant with GDPR and FCA requirements. Ability to identify root causes and trends in complaints Contributing to process improvements and reducing future complaints. Comfortable identifying and raising issues, particularly where driving good outcomes for customers is concerned. Comfortable and competent with MS Office.

Additional Requirements

This document is neither contractual nor exhaustive and may be amended to meet the needs of the business. Where possible this will be done in consultation with the job holder From time to time, and within reason, you may be required to carry out tasks that fall outside of your positions remit From time to time, and within reason, you may be required to work outside of your standard contracted hours As part of your on-going development, you may be required to undertake training in order to meet the requirements of your role. * Due to our remote location and lack of public transport it is suggested that you are a driver and are able to get to our offices in Sundridge, Sevenoaks.