Customer Communication & Experience

• Communicate clearly and sensitively (written and verbal), ensuring responses are fair, accurate, and transparent.
• Build and maintain relationships with manufacturer Customer Care and Fleet Support teams.

Processes, Systems & Data Management

• Use internal procedures and SLAs to identify service failures and determine appropriate resolutions.
• Accurately log and manage complaints using Salesforce or relevant systems.
• Manage Data Subject Access Requests (DSARs), including data gathering, validation, and response delivery.

Reporting, Insight & Continuous Improvement

• Monitor and report complaint trends, supporting root cause analysis and continuous improvement.
• Identify opportunities to improve processes, systems, and customer experience, with evidence-based recommendations.
• Provide regular reporting on complaint status, including business impact and costs.

Team Support & Operational Effectiveness

• Support team capability through training and acting as a point of reference.
• Demonstrate flexibility across Customer Care functions to support workload demands.
• Escalate workflow issues and backlogs to the Team Leader as required.
• Meet individual performance targets and contribute to team objectives.
• Participate in projects and initiatives to enhance the overall customer journey.

PERFORMANCE MEASURES

• Customer Feedback
• Other departmental feedback within Leasys and from our dealers, brokers, and suppliers
• Achievement of departmental and individual targets and objectives
• Delivery within quality, time, and cost objectives.
• Quality checking average score to be in excess of 80%.
• Ensure all complaints receive an acknowledgement letter within 24 hours of receipt.
• Ensure regulatory timescales are respected at 28 and 56 days from receipt.
• Ensure FOS and BVRLA requests are handled and action within given timescales.

ABILITY AND SKILLS PROFILE

Customer Focused

• Excellent communication skills with the ability to liaise and communicate with all levels of colleagues and customers are essential.
• Maintains professionalism in all aspects of communication.
• Confident in decision making/prioritisation.
• Good negotiation and objection handling skills.
• Good attention to detail.
• Ability to work to deadlines.
• Adaptive; can adjust to rapidly changing business environment.

KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS

• Previous experience in a customer services environment is essential.
• Experience in handling complaints in a financial environment.
• Good knowledge of Complaints Regulation.

IT SKILLS PROFILE

• Excel and Word to Intermediate level.
• Salesforce experience

Data Privacy

By submitting your CV, you acknowledge that Leasys will retain your personal information for up to 12 months for the purpose of considering you for relevant future opportunities. Your information will be handled in accordance with our Candidate Privacy Notice and applicable data protection requirements. Your details will be deleted at the end of the 12-month retention period in line with our data retention processes, unless there is a lawful reason to retain them for longer.

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.