Customer Care Officer (Satisfactory Quality)

Customer Care Officer (Satisfactory Quality)
ST4373
Cardiff
£26,000 per year + monthly bonus
35 hours per week Mon-Fri 9am-5pm
The successful candidate will be responsible for resolving complaints relating to the vehicle that our customer has purchased on finance from the dealership. They will liaise between the Dealership and Customer until a satisfactory resolution has been reached. Candidates must have a strong background in dealing with complaints with an emphasis on written complaints especially. They will have experience in investigating complex issues ensuring they are resolved satisfactorily and efficiently. Candidates must have excellent verbal and written skills, have the ability to manage their own workload and strong attention to detail.
The role:
To effectively deal with customer complaints relating to the merchantable quality of the vehicle. To ensure that the company is portrayed in a professional manner at all times, to make responsible decisions based on available information and to administer customer feedback in line with company policies and procedures.
Responsibilities:

1. Bring “satisfactory quality” customer complaints to a swift, efficient and cost-effective conclusion following company policies and procedures.
2. Analyse complaints and negotiate the best outcome in every situation considering the available information.
3. Maintain the Company’s Complaints Register and complaints file records in compliance with Company policy & procedures.
4. Assist in the collation of management information as requested and in an accurate and timely manner.
5. Maintain a comprehensive knowledge and understanding of all relevant legislation and regulation.
6. Maintain a comprehensive knowledge and understanding of products and services.
7. Be cognitive of any relevant underlying trends (e.g. dealers with high numbers of SQ Complaints relative to their book size) and escalate any concerns to a Team Leader or Manager.
8. Maintain a comprehensive knowledge and understanding of all relevant Company and departmental policies and procedures relevant to the role, being compliant with these policies and procedures at all times.
9. Ensure all systems based records are maintained in an accurate and timely manner.
10. Undertake any other reasonable tasks as requested by the Divisional Manager or Team Leader.