End of Contracts Complaints Executive

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 / fruit in the Bristol office
• EV charging points, bike storage, shower & changing facilities, car parking

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!