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 offer

Rewards & Financial Benefits

Competitive pension scheme, Annual salary review and bonus scheme,

Give As You Earn (GAYE) scheme, Employee referral scheme (£1,000), Retail discounts programme, GymFlex membership options, Cycle to Work scheme

Health & Wellbeing

Life Assurance, Health assessment options, Travel insurance, Dental insurance, Critical illness cover, Personal accident insurance

Time Off & Work–Life Balance

25 days’ annual leave + an additional Celebration Day, 37.5 hour week, Monday to Friday, no weekends, Holiday buy & sell scheme, Volunteer days, Time allocated for personal development, Study support (where applicable).

Workplace & On‑Site Facilities

Free parking (limited), EV charging points, Bike storage & shower facilities, Complimentary breakfast, Staff and social events

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 or current hours don’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!