End of Contracts Complaints Executive
Core
Manage customer satisfaction and complaints within the vehicle remarketing process, tracking root causes to reduce issues.
Role type
Senior customer complaints executive (remarketing)
Builds
Efficient complaint resolution processes and regulatory compliance reports
Domain
Automotive remarketing / Financial services
Deliverable
dashboards & analysis
Required skills
Complaint investigation, Root cause analysis, Performance management, Regulatory compliance, Stakeholder management, Reporting
Preferred skills
Leadership experience, Coaching, Problem solving, Commercial awareness
Technologies
Microsoft Office
Responsibilities
Investigate and reply to End of Contract (EOC) complaints within SLAs, Track and monitor complaint sources to identify root causes, Compile and share regular reporting on EOC complaints, Act as the Remarketing representative in wider complaints forums, Support the Damage Assessment team, Minimize business and regulatory risks through control checks
Seniority
Senior, people management