End Date
Saturday 19 June 2021Salary Range
£22,950 - £25,500We support agile working – click here for more information on agile working options.
Agile Working Options
Other Agile Working Arrangements / Open to DiscussionJob Description Summary
Part of Lloyds Banking Group, Black Horse is the UK's leading independent provider of non-captive motor finance, providing point-of-sale finance to over 900k end customers supporting them to purchase their vehicle of choice through 4,700 dealerships. We have partnerships and joint ventures with several leading vehicle manufacturers, and we support car fleet operators through our Fleet & Wholesale stocking and fleet finance solutions.Motor Customer Services are a phenomenal team within Blackhorse with an important role to play. Our purpose is to fulfil our customer mobility needs, with a vision to deliver customer excellence, responding to changing customer needs and is a great place for colleagues to work. We currently have an opportunity available in our Customer Resolution Teams for a Complaint Handler.
Want to know more?
In our fast-moving environment you will share our passion for delivering exceptional Customer Service - overseeing the successful allocation, conclusion, and analysis of Customer Complaints.
Working as part of a friendly, professional team, you will proactively manage your own case load. This will involve liaising with customers, dealers, manufacturers, and Black Horse sales team. You will use your negotiation, influencing and excellent customer service skills to resolve complaints efficiently whilst delivering fair outcomes for customers and the business.
Showing your resilience, positivity, and determination, you’ll be capable of meeting demanding deadlines without losing your eye for detail and have the ability to think outside the box. Demonstrating a confidence to take ownership and responsibility for making your own decisions is critical.
Job Description
Here's a snapshot of what we’re looking for in you:
You’ll need to be able to demonstrate previous strong customer service experience, Complaint Handling experience would be good, but don’t worry if you don’t have that, as long as you can show us, you’re passionate about customer service we’d be interested in finding out more about you. You’ll need to be hard-working with a great attention to detail and a fantastic outlook towards your customers.
What we’ll need from you:
(Crucial)
- A strong background in multi-tasking within a contact centre environment
- Excellent Communication skills, having the ability to articulate complex and challenging decisions in a clear and simple way without compromising the level of customer service
- Working collaboratively to create a great team and letter writing skills are pivotal in this role.
- Good organisational skills and a keen eye for detail
- Ability to deliver the highest standard of customer service
- A pro-active approach to personal development and learning
- A passion for delivering an outstanding customer experience
- PC literate with an understanding of Microsoft office applications
(Desirable)
- Complaint handling background
- Financial Services Knowledge: Has a detailed knowledge & experience of financial services products & sales procedures and an understanding of the complaint handling regulations applicable to LBG and the FCA, especially the Consumer Rights Act 2015.
What support will I get and how will my career grow?
As a multi-brand, multi-channel business, we have the scale and breadth to provide you with a diverse range of training and development opportunities, helping you achieve an exciting and fulfilling placement! You'll receive a full on the job training plan to ensure that you follow the right path.
Our Shifts are Monday-Friday between 08:30 to 18:00 worked on a rotational basis (35-hour week).
We have a truly inclusive culture and greatly value the diversity of thought to help continuously drive us forward. Join us and be part of an inclusive, values-based culture passionate about making a difference.
We look forward to hearing from you!
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
In order to meet regulatory requirements under the conduct rules, the Group expects that all colleagues applying for or undertaking a role which is covered by these rules must abide by them at all times. You must keep the interests of customers and clients at the forefront of your daily activities and exercise appropriate skill, diligence and integrity in all aspects of your role to avoid any breaches of the conduct rules.
