Job Description

As a Customer Care Resolutions Specialist, you'll play a key role in delivering a fair, empathetic, and efficient complaints experience for our customers. You'll be responsible for managing a wide range of complaints and disputes relating to the Leasys portfolio, ensuring each case is assessed promptly and resolved appropriately. Your attention to detail, strong communication skills, and understanding of regulatory requirements will help uphold our commitment to delivering exceptional service.

The main responsibilities include:

Manage complaints from the Financial Ombudsman Service (FOS), BVRLA, and customers, ensuring timely and appropriate outcomes aligned with our Customer Care policies. Assess each case thoroughly to identify potential risks or regulatory concerns, escalating issues where necessary. Maintain a strong understanding of relevant legislation, including Consumer Duty, to ensure decisions reflect current regulatory expectations. Collaborate with third parties (dealers, brokers, suppliers) and internal teams to fully investigate and resolve complaints. Build positive relationships with manufacturer Customer Care and Fleet Support teams. Understand how finance products work and what their terms mean for customers. Apply regulatory knowledge to evaluate the sales process, including the sale of general insurance products. Refer to internal procedures and service level agreements to help identify service gaps and drive resolutions. Make well-reasoned decisions on complaint outcomes, including appropriate redress or remedial actions. Communicate clearly, fairly, and professionally in all correspondence, ensuring explanations are easy to understand. Manages customer data requests, including Data Subject Access Requests (DSARs), ensuring timely and accurate release of personal data in line with GDPR obligations and company procedures Accurately record complaint details and progress using Salesforce. Prioritise a busy caseload to ensure responses are made within regulated timeframes. Identify and report trends to support root cause analysis and continuous improvement. Share customer insights and suggest improvements to processes, systems, or products with evidence-based recommendations. Support new team members through training and provide guidance on complaint handling tasks. Be flexible in supporting different areas of Customer Care during peak periods. Keep line management informed of workload issues and potential delays. Prepare and deliver regular updates on complaint status and related business impacts. Meet individual performance targets and contribute to team success. Participate in business projects aimed at enhancing the customer journey.

The ideal candidate will have:

Strong customer focus with a genuine desire to resolve issues positively. Excellent verbal and written communication skills, with the ability to engage effectively at all levels. Professional and composed in all interactions. Confident in making decisions and managing competing priorities. Skilled in negotiation and handling objections calmly and effectively. High attention to detail and accuracy. Organised, with the ability to work under pressure and meet deadlines. Adaptable and open to change in a dynamic business environment. Previous experience in a customer service role is essential. Background in handling complaints within financial services is preferred. Solid understanding of complaints regulation and related industry standards. Excel and Word to Intermediate level. Salesforce experience
Stellantis is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability or gender identity. Stellantis are also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, that recognises organisations that pledge, demonstrate or advocate support to the armed forces community. Service Personnel and their families are therefore encouraged to apply.

Please contact our recruitment team if you would like to discuss anything further or if you require any form of reasonable adjustments for any part of the recruitment process.

Job Type: Contract

Experience:

Customer service: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person