Customer Relations Specialist (Financial/Automotive)

Customer Relations Specialist

-18.00 per hour - Inside IR35 - Umbrella Rate

Manchester, UK

Description

The Customer Relations team is a-critical function-handling complaints from customers through liaison with internal departments and external parties.-The team is primarily responsible for:

• Handling customer complaints within strict regulatory time scales
• Working with a variety of external suppliers to resolve customer issues
• Working with the Financial Ombudsman regarding customer referrals-
• Building close relationships with Ford Motor company and Customer Relationship Centre
• Ensure accurate reporting of Complaint Data

The Customer Relations Specialist is responsible for the effective day-to-day management of the team which includes a team of case handlers/Q&E. This is an important role ensuring Credit remains compliant with FCA Complaint Handling regulations.- The Specialist prepares and presents regulatory reporting to senior management monthly by attending various forums such as the-KRI forum, the Customer Support Quality Forum providing updates on Complaint trends and corrective actions.-

Duties:

• Precise logging of complaints and production of accurate and timely regulatory complaint reports and associated commentary to be shared at Executive and Board level
• Accurate data capture, tracking and regulatory reporting of complaint expenditure and tax information for internal and external publication
• Attending complaints forums such as KRI/Quality Forum
• Provide support to the Department and to wider teams by addressing any gaps identified through complaint root cause analysis
• Regular liaison with the Legal and Compliance teams on complex matters and evolving legislation
• Logging and administration of invoices, purchase orders and suppler reviews from suppliers such as FOS, legal costs and the RAC
• Monthly reviews of all complaint cases with departmental Management
• Involvement in ad hoc meetings and projects to provide complaints data input

Experience & Qualifications

Essential:

• Previous experience in coaching, developing and managing team members
• Experience in analyzing and interpreting performance data and trends and preparing and delivering presentations to senior managers and external partners
• Experience in building strong working relations with internal and external stakeholders and suppliers (such as Financial Ombudsman, the team and senior mgmt.)
• Experience of strong communication skills with proven ability to influence and negotiate successful outcomes when handling customer dissatisfaction / escalation / complaints.
• Strong organisational skills with the ability to work to strict time deadlines and remain effective under pressure to prioritise personal tasks as well as those of the team
• A strong quality mind-set with attention to detail and understanding of the importance of maintaining internal controls and process adherence, particularly associated to regulator reporting
• Proficient in the use of Office applications and data validation (particularly Excel, PowerPoint

Desirable:

• Previous experience in Customer Support, Dealer Services
• Previous experience within a Customer Services/ Complaints/ Banking environment
• Previous experience of dealing with the Financial Ombudsman or external regulators

Excellent Opportunity-