End of Contracts Complaints Executive

Ayvens Group; Bristol; On-site; GBP 26,000 - GBP 30,000; Full time

Job summary

A leading mobility solutions provider based in Bristol seeks an End of Contracts Complaints Executive to manage customer satisfaction within the Remarketing process. The role is on-site and involves investigating complaints, tracking sources, and liaising with various teams. Ideal candidates will have relevant leadership experience and excellent communication skills. The role offers a salary between £26,000 and £30,000, along with generous benefits, including a pension scheme and up to 25 days of holiday.

Benefits

Generous contributory pension scheme

25 days holiday, plus bank holidays

Volunteering days

Flexible working options

Cycle2work Scheme

Free breakfast/fruit in the office

Qualifications

• Flexible approach with independent problem-solving abilities.
• Proven experience in a leadership position.
• Excellent written and verbal communication skills.
• High levels of professionalism and stakeholder management.
• Good standard in IT literacy, especially Microsoft applications.

Responsibilities

• Investigate and reply to all EOC complaints within set SLAs.
• Track and monitor sources of complaints to help reduce root causes.
• Compile and share regular reporting around EOC complaints.
• Act as the Remarketing representative in wider complaints forums.
• Support Damage Assessment team as required.

Skills

Problem-solving

Communication skills

Leadership experience

Time management

Stakeholder management

Tools

Microsoft Office

Job description

End of Contracts Complaints Executive page is loaded## End of Contracts Complaints Executivelocations: Bristol CECtime type: Full timeposted on: Posted Todayjob requisition id: JR\_10037689**At Ayvens, progress starts with you.**Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.The End of Contracts Complaints Executive is responsible for managing customer satisfaction within the Remarketing process, improve the management of complaints at the End of Contract stage and to track the sources of complaints to identify key causes.As the successful applicant, you will work with teams through-out the business to ensure efficient responses to customers.This role is permanent within the Remarketing Team and is on-site at the Bristol Office.**Key Responsibilities*** Investigate and reply to all EOC complaints, ensuring responses are within set SLAs and confirm to ALD and regulatory guidance.* Track and monitor sources of complaints and work with wider business to help reduce the root cause.* Ensure Damage Assessment team are kept up to speed with developments in process and regulation* Compile and share regular reporting around EOC complaints* Act as the Remarketing representative within wider complaints forums.* Support Damage Assessment team as and when required.* Minimise business and regulatory risks through rigorous control checks.* Effective management, clear communication, and professional liaison with all third-party relationships**Skills, Experience and Background*** A flexible approach and the ability to think on their feet and problem solve independently* Proven experience in a previous leadership position* Experience of managing performance, formally or informally, with a focus on both results and behaviours* Excellent communication skills written, verbal, report writing and presentations* Proven people management experience including feedback, coaching and performance* Excellent time management, planning, organisational and delegation skills* High levels of professionalism and stakeholder management.* Broad knowledge of UK regulated and finance industry and commercial awareness* Good standard in IT literacy in particular Microsoft Office applications* Proven experience in managing customer expectations and service delivery.***What We Can Offer**** Salary range of £26,000 to £30,000* Generous contributory pension scheme* 25 days holiday, in addition to bank holidays* Volunteering days to assist in charity work* Sustainability Initiatives* Holiday buy / sell (subject to conditions)* Travel Insurance (cost associated)* Dental Insurance (cost associated)* Flexible working options available* Eligibility for Annual Bonus Scheme* Study support (where applicable)* Enhanced parental leave* Generous Employee Referral Scheme (£1000)* Cycle2work Scheme* Free breakfast / fruitin the Bristol office* EV charging points, bike storage, shower & changing facilities, car parkingWith over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.\*ALD Automotive | LeasePlan are rebranding to Ayvens across all 42 countries by 2025.