Evolution Funding Ltd
Complaints Handler (4 month FTC)
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Role: Complaints Handler (4-month fixed term contract)
Location: Hybrid / Chesterfield, United Kingdom
Working hours: 40hrs per week
Salary: £TBD
Please note - successful candidates will need to be available to start at short notice and will need extensive experience in at least one of these areas:
- Complaints Handling in the Automotive Finance industry
- Senior level customer service background in the Automotive Finance industry
- Complaints handling in an FCA regulated business (ideally a brokerage)
About us
Evolution Funding is the UK’s market-leading provider of motor finance and technology solutions. Established over 20 years ago, our scope and capabilities go far beyond that of a traditional finance broker, with our award-winning technology placing us at the forefront of digital finance journeys, powering brilliant customer experiences across the breadth of the automotive finance industry.
The Evolution Funding Resolutions team are a high performing team with a really friendly and supportive culture and act as intermediaries between funders and lenders through the complaints resolution process.
The role
Communicating daily with representatives at all levels from the industries main funders and dealerships, you will use your strong complaints handling background (ideally from the automotive finance industry) to investigate and establish the facts surrounding a complaint made by a customer who has taken out automotive finance. You will establish relationships with external stakeholders via telephone, quickly building trust and conducting fact finds and investigations while accurately administering a variety of systems and databases.
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Key Responsibilities
- Investigate complaints in line with regulatory procedures.
- Communicate and influence effectively with lenders, dealerships, and customers.
- Accurately record complaints onto the Complaints Management System (CMS).
- Management of complaints in a timely and compliant manner, in line with SLAs.
- Work to ensure that the highest level of service is consistently delivered to our customers.
- Effectively manage workload to maximise productivity.
- Liaise with all internal and external departments.
- Identify and implement process improvements to enhance the overall complaint handling procedure.
- Adhere to numerous legislation and regulations including Consumer Rights Act 2015, TCF, GDPR, Information Commissioner’s Office (ICO) and Financial Conduct Authority (FCA) guidelines.
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Personal qualities you will need in order to apply
- Proactive and able to use your own initiative.
- Able to work autonomously as well as part of a wider team.
- Natural inquisitiveness and problem-solving skills.
- High level of attention to detail.
- Confident & resilient with excellent communication skills.
Technical skills and experience you will need
- Excellent understanding/knowledge of the Consumer Rights Act and FOS.
- Able to quickly build rapport & professional relationships at all levels of a business.
- Complaints background is highly desirable.
- Ability to compose emails and letters in a professional format.
- Confidence in handling telephone calls with a range of stakeholders.
- Gather relevant information to assess the validity and complexity of each complaint.
- Communicate with customers both verbally and in writing to obtain additional details and provide updates on the complaint status.
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