Senior Complaints Specialist

This is a new and exciting position within out Complaints Team. This is a Senior Complaint Handler with a bit of a difference. The key purpose of the role is to support the FCA definition of a regulated and reportable complaint by performing the initial triage of regulated complaints after they are raised by the front line Teams. To ensure they are genuine expressions of dissatisfaction that require investigation by our Regulated Complaints Team. You will also perform 1st line quality control and assurance testing for open and closed complaints. A key part of this role is to identify continuous improvement in the way complaints are captured, and to work transversally across the business teams to provide constructive feedback which will increase our opportunity to provide a first time resolution to our customers. You'll also deliver exceptional customer service experience when handling regulated customer complaints and make sure you do so in accordance with our Complaints Handling Policy and Procedures, as well as meeting our regulatory responsibilities. You'll make the difference in turning a negative experience into a positive outcome for the regulated customer. Some of your key responsibilities will include:

• To triage / manage regulated complaints to deliver good customer outcomes.
• To work in partnership with internal teams, partner, and suppliers to ensure efficient handling of complaints / referrals.
• To be responsible for the ownership of the triage and allocation of complaints.
• Maintain central records of complaints / referrals and decisions/outcomes with a view to identifying opportunities to improve service to customers
• To perform the 1st line quality control and assurance to support continuous improvement.
  
  This is an ideal opportunity for someone who likes attention to detail, and relishes picking up a problem, and want to get things right. You need to have excellent customer service skills as well as be confident enough to be able to feedback to internal and external stakeholders.
Ideally, you'll have good knowledge or awareness of relevant regulatory requirements, including but not limited to the Financial Conduct Authority, The Financial Ombudsman, The Consumer Rights Act & The Consumer Credit Act, and BVRLA. Experience in 1st line quality control and assurance would be advantageous. You'll also be able to demonstrate:
• A high level of accuracy and attention to detail.
• Be able to navigate and use Excel comprehensively.
• Resilient, with the ability to remain calm under pressure.
• Excellent and proven customer service skills with the ability to communicate to a high standard, both verbally and in writing
• Proven track record of working with and handling complaints. Experience in the financial services and/or leasing industry would be advantageous.
  
  We're Arval BNP Paribas - we're a global leader in vehicle leasing and the fourth largest leasing company in the UK. Our passion for Service, Sustainability, and Solutions is brought to life by each and every one of our people - who we call Journey Makers.
Culturally, we're a friendly bunch - more human than corporate - and we serve a diverse customer base. From families choosing their first electric vehicle, to global brands seeking to switch their fleets to electric vehicles - whatever our customers' mobility needs, we have a solution to offer., Founded in 1989 and fully owned by BNP Paribas, Arval specialises in full service vehicle leasing. Arval offers its customers - large international corporates, SMEs and professionals - tailored solutions that optimise their employees' mobility and outsource the risks associated with fleet management. Expert advice and service quality, which are the foundations of Arval's customer promise, are delivered in 29 countries by over 6,500 employees. Arval's total leased fleet adds up to 1,103,835 vehicles throughout the world (December 2017). Arval is a founding member of the Element-Arval Global Alliance, the longest standing strategic alliance in the fleet management industry and the worldwide leader with 3 million vehicles in 50 countries. Within BNP Paribas, Arval belongs to the Retail Banking core activity.

We offer a basic starting salary of basic salary of up to £35,000 and a bonus of up to £1,900. We also offer 25 days holiday as standard, plus bank holidays, an extra day off for your birthday, and the option to purchase an additional 5 days. We also provide a comprehensive benefits package, including:
• Private medical cover, including a digital GP service.
• Company pension with up to 10% employer contribution
• Discounts on our products and services and discounts in many high street brands
• 2 paid volunteering days every year
• Free on-site gym
• Subsidised restaurant serving chef-prepared breakfast and lunch, plus discounted Costa Coffee
• Plus, a range of flexible benefits to suit your lifestyle.
Ready to make a difference? Sound interesting? Click to apply, then follow the usual application process with an updated CV and a member of our Talent Acquisition team will review your CV. We're passionate about being consciously inclusive employer, with a strong Speak Up culture. We're also proud to be a Ban the Box employer as part of our commitment to a fair and inclusive society for all. Interview process
• Telephone interview our Talent Acquisition team
• 1.5-hour meeting with the hiring panel, which will include a competency-based interview and relevant scenario.