Job Description

Are you a driven and enthusiastic individual who enjoys working closely with customers?

Join the award-winning team at

Carparison Leasing

as a

Customer Resolution Lead

and play a key role in delivering outstanding customer service.

A little about us

Carparison launched in 2018 to meet the rising demand for fast, personal, and competitive car leasing services. We work with dealerships and funders nationwide to bring customers the best car leasing options, taking the hassle out of finding the perfect vehicle. Our award-winning team is proud to have been named

'Best Leasing Broker'

and consistently exceeds industry standards for customer satisfaction and performance.
At Carparison, we work hard, strive for excellence, and still take time to enjoy the journey!

About the Role

As a

Customer Resolution Lead

, you'll be the first point of contact for handling customer concerns, ensuring efficient and effective resolutions that uphold our reputation for excellence. You'll work closely with both customers and partners to provide solutions, improve customer satisfaction, and maintain positive online reviews. A key part of your role will be identifying recurring issues, suggesting process improvements, and ensuring all formal complaints are managed in line with FCA Compliance Guidelines. Your insight will help enhance our customer service journey, making sure we continue to exceed expectations.

What can we offer you?

Salary

: 28,000 per annum (OTE 31,000)

Car Benefit Scheme

: Via NELS Scheme

25 Days Holiday

(plus bank holidays)

Pension Scheme

: Scottish Widows Salary Sacrifice

Employee Assistance Programme

Perkbox

(Exclusive Discounts & Rewards)

Life Assurance & Enhanced Sick Pay

Ongoing Training & Career Progression Opportunities

Cycle to Work Scheme

Eye Care Vouchers

Long Service Awards

Hours

Monday to Friday 08.30 - 17.30 with 1 hour for lunch.

Key responsibilities:

Act as the first point of contact for customer concerns, providing timely and effective resolutions. Communicate with key partners to ensure quick and efficient responses. Deliver exceptional customer service with understanding, empathy, and professionalism. Maintain and update our CRM/database to track cases accurately. Monitor and report on Customer Service KPIs to improve processes. Provide guidance to the business on complaint handling best practices. Ensure complaints are thoroughly investigated and handled in line with FCA guidelines. Identify trends in recurring issues and propose solutions to enhance our sales process. Provide support to wider Customer Experience team as required.

What's required from you?

Previous customer service experience (ideally in a complaint resolution role). Excellent communication skills - both written and verbal. Strong administrative & IT skills A problem-solving mindset with the ability to handle disputes fairly and professionally. A proactive and customer-focused attitude, always striving to improve processes.
Ability to commute/relocate:

Exeter, EX2 8ED: reliably commute or plan to relocate before starting work (preferred)
Experience:

Customer service: 2 years (preferred)
We are passionate about creating a diverse and inclusive place to work, with a commitment to equality and fairness at the heart of our values and everyday practices and policies. We aim to recruit, nurture and retain a diverse workforce that reflect the diversity of our customer base.

Job Types: Full-time, Permanent

Pay: 28,000.00-31,000.00 per year

Benefits:

Company events Health & wellbeing programme Life insurance
Work Location: In person