End of Contracts Complaints Executive

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.

• 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.

• 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.

• Competitive pension scheme
• Annual salary review and bonus scheme
• Give As You Earn (GAYE) scheme
• Employee referral scheme (£1,000)
• Retail discounts programme
• Gym Flex 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).

• 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!

With over 3.1 million vehicles managed across more than 40 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…