Complaints Handler

Location: Hybrid; Home/ Lookers House Altrincham, Manchester (1/2 times per month)

Working hours: 37.5; Monday- Friday 09:00-17:00

Qasim Ahmed (Group Customer Service and Resolution Manager) is on the hunt for a ‘Complaints Handler’ to come and join his well-established team within this hybrid role.

In this role you will be responsible for handling complaints; these will be specifically vehicle and aftersales related. Day to day you will support in the execution and maintenance of the Lookers complaints process; this incorporates management tools, control testing techniques, and risk reporting to the business. There is the opportunity for this role to expand overtime and incorporate finance as well as insurance complaints (regulated complaints), this could be the perfect opportunity to jump onboard this evolving role.

• Driving timely resolution and keeping levels of complaints to a minimum. This incorporates correspondence with CMC’s/ law firms and direct customers
• Delivering and recording the effective management of handling both Service and Quality correspondence
• Use effective questioning to fully understand complaints as well as all available sources of information, knowledge and investigation skills
• Identify ways to drive the customer experience, customer service and compliant handling process
• Engaging with the Financial Ombudsman Service, The Motor Ombudsman and the Financial Services and Pension Ombudsman
• Oversee in providing complaints MI

We are on the hunt for an individual who has at least one year’s experience of dealing with complaints. If you have experience within the motor sector extra ticks for you, however this isn’t essential!

Ideally, we’re looking for an individual who has great experience in vehicle, aftersales as well as Ombudsman complaints however, if you have more generalist complaints experience we would still love to hear from you.

To be successful in this role it is imperative that you have 1^st class communication skills; on a day-to-day basis you will be communicating with a variety of different stakeholders both internally and externally. We are looking for a self-starter who demonstrates both a practical as well as pro-active approach and organisation capabilities are also essential!

This is a fantastic opportunity to accelerate your career with Lookers! Due to the nature of the organisation, we can certainly expand your skill set, provide progression opportunities as well as enable you to make a lasting impact on the Lookers organisation.