Aftersales Agent

About the Role

An exciting opportunity has arisen with one of our esteemed clients for an Aftersales Agent. In this role, you will be the primary point of contact for customers seeking resolution of motor finance complaints. This position is crucial in maintaining high standards of customer service and effective dispute resolution, especially during periods of increased complaint volumes. The successful candidate will thrive under pressure, deliver tailored resolutions, and uphold strict regulatory compliance.

Why Join This Client’s Team?

• Impactful Work:Contribute directly to improving customer satisfaction and strengthening the brand’s reputation.
• Comprehensive Training:Receive extensive classroom-based training designed to equip you with the skills needed to succeed and handle multiple cases confidently.
• Career Development:Gain valuable experience within a regulated financial environment with opportunities for future progression.
• Dynamic Environment:Be part of a fast-paced, challenging setting that rewards organizational and communication skills.

• Handle customer complaints via phone, email, and written correspondence with empathy and professionalism.
• Conduct thorough investigations, gathering relevant information, liaising with internal teams and third parties such as dealerships, brokers, and regulatory bodies.
• Provide clear, personalized resolutions to complaints, ensuring positive outcomes in compliance with company policies and industry regulations (FCA, DISP, CRA).
• Maintain accurate records of all complaints and resolutions within CRM and other systems.
• Regularly update customers and third parties to ensure transparency and high service standards.
• Build and maintain strong relationships with external introducers and third parties to facilitate effective complaint resolution.
• Identify root causes of complaints, monitor trends, and report on issues to support process improvements.
• Escalate complex or sensitive issues to senior management, especially those involving legal or regulatory considerations.
• Keep current with relevant legislation and best practices in complaint handling.
• Manage work priorities efficiently under high volume pressures, ensuring KPIs and deadlines are met.
• Participate in ongoing training, including role-play exercises and competency assessments, to ensure high-quality service delivery.

• Experience & Knowledge:
  • Proven experience in complaints handling within a regulated financial or automotive environment preferred.
  • Strong understanding of FCA, DISP, and CRA guidelines.
  • Customer service experience in high-volume telephony settings.
  • Knowledge of motor finance is advantageous but not essential.
• Skills & Attributes:
  • Excellent verbal and written communication skills, capable of tailoring messages to different audiences.
  • Strong investigative and problem-solving skills with high attention to detail.
  • Empathetic and professional, able to handle difficult conversations, including with vulnerable customers.
  • Resilient under pressure, organized, and able to manage multiple cases simultaneously.
  • Proficient in MS Office and CRM systems.