Role Profile

Customer Resolutions Specialist/ Customer Complaints & Compliance Specialist

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Complaints and Compliance Specialist, to be based within our state of the CX Centre, reporting to our Group Customer Experience Director. In this pivotal role, you will take ownership of managing escalated customer complaints, addressing Motor Ombudsman and GDPR-related cases, and conducting comprehensive root cause analysis across several customer feedback channels. This includes reviewing feedback from online review platforms, customer surveys, direct customer interactions, and internal reports to identify key patterns and underlying issues that impact customer satisfaction and compliance. You will also play a key role in driving continuous improvement by working cross-functionally to implement solutions that address recurring issues and enhance our levels of customer experience.

In addition to complaint management and root cause analysis, you will be responsible for guiding all managers with the knowledge to handle customer complaints in line with industry regulations and company policies. You will be instrumental in driving compliance across various business areas, helping to embed a first-class customer experience mindset throughout the organization. If you have a passion for driving customer experience, strong understanding of compliance standards, and a proven track record of driving improvement initiatives, we would love to hear from you.

Key responsibilities:

• Manage complaints: Handle, investigate, and aid in resolving escalated customer complaints including Ombudsman and GDPR Complaints ensuring effective, empathetic communication and problem-solving.
• Investigate and report: Investigate potential GDPR complaints and breaches and report findings to management, and relevant regulatory partners bodies. Maintaining meticulous logs of events, investigations and actions taken.
• Conduct audits and risk assessments: Perform regular audits and risk assessments to identify potential compliance gaps and weaknesses.
• Renew and implement policies: Monitoring regulatory changes to feed required updates into the policies and procedures, ensuring regulatory and legal compliance across all business areas.
• Coaching & Training: Coaching and training departmental managers/supervisors on handling customer complaints in line with compliance regulations, policies, and procedures.
• Liaise with stakeholders: Work with internal departments, legal teams and regulatory partners to ensure all parties understand and comply with rules and regulations. Act as the primary liaison with departmental managers on handling of customer complaints to deliver good customer outcomes.

Required skills and qualifications:

• Knowledge: Proficiency in all areas of Consumer Rights Legislation and GDPR compliance is a minimum requirement. Must possess the requisite knowledge and skills to ensure full compliance.
• Communication and interpersonal skills: Strong verbal and written communication, with the ability to explain complex information clearly and empathetically.
• Attention to detail: Meticulous and organized approach to investigating complaints, handling policies, audits, and investigations.
• Analytical and problem-solving skills: Ability to assess situations, identify issues, and develop effective solutions to proactively implement and embed.
• Integrity and ethical judgment: Strong ethical compass to ensure the company operates with integrity and in line with our business values and Chairman’s Promise.

Salary:

• Basic Salary - £32-35k dependant on experience.
• Hours of work – Full Time, 40 hours per week.
• Location – Falkirk