Customer Care and Complaints Manager

MotoNovo Finance
From £40,000 to £50,000 per annum plus annual bonus scheme
20 Apr 2017
20 May 2017
Contract Type
Full Time

Customer Care and Complaints Manager

Salary - £40,000 – £50,000, plus annual bonus scheme.

Location – MotoNovo Finance, Cardiff

MotoNovo Finance has been in business for over 40 years. We are dedicated to providing value-added finance products for customers looking to fund their next car, van or motorcycle.

We are a multi-award winning company that has been recognised as being an employer of choice for some time. With the best products, services and an ethos dedicated to Treating Customers Fairly, we offer competitive rates, terms to suit our customers’ needs, and vehicles that are quality guaranteed from some of the best dealerships across the country.

Our business is always growing and diversifying, and our expansion follows an exciting move to Cardiff’s City Centre. We now need more talented, ambitious and committed individuals to join our enthusiastic team and help us continue to drive forward through innovation and change.

Job Summary

To maintain an effective customer care and complaints function by efficiently managing the Complaints team in line with company and regulatory requirements. To ensure timely resolutions to complaints whilst achieving fair customer and dealer outcomes.

The Role

  • Manage the daily running of the Customer Care and Complaints team by ensuring tasks such as coaching, training, rota management, annual leave/sickness absence monitoring, overtime authorisation, team meetings and one-to-one meetings are carried out regularly and effectively.

  • Promote and achieve fair customer outcomes at all times through the practical implementation of the MotoNovo Finance Customer Charter.

  • Ensure that abandoned call rates and response times to all forms of incoming customer communication are in line with overall Company service standards and regulatory requirements.

  • Ensure that all customers are provided with an efficient service in a professional, enthusiastic and knowledgeable manner at all times in order to maintain customer confidence and develop customer relationships through the complaint journey.

  • Coach and develop the Customer Care team to ensure there is an ongoing focus on quality and achieving a Positive Memorable Experience for our customers.

  • Ensure the Customer Care team is trained to effectively promote Company products and services in a positive, professional and enthusiastic manner.

  • Provide management information for departmental reports in line with the agreed objectives of the department.

  • Undertake reviews and make recommendations to the Executive Committee regarding the quality of new business emanating from introducers.

  • Manage and maintain effective working relationships with 3rd parties (e.g. outsourced suppliers, automotive engineers, etc.) instructing them as appropriate

MotoNovo Finance is proudly recognised as an employer of choice, attaining the Gold Standard from Investors In People award and the 3 Star Best Companies Accreditation in 2016.

We have also been rated in the top Mid-Sized Companies to Work For in the UK by The Sunday Times for 3 years running, and rated 12th in 2017.

Everyone in our team can expect class-leading development and support, a competitive remuneration package and feel part of a real success story with exceptional benefits. 

If you have the skills, enthusiasm and drive to become a member of Team MotoNovo, then we would love to hear from you.

Excellent Benefits Scheme, including: Pension (employer contribution of 10%), Private Medical Insurance, Life Assurance, Child Care Vouchers and so many other benefits of being part of an Investors in People accredited, ‘Best Companies’ business.

Have you got what it takes to become part of the winning team?

Please note that prior to any offer of employment, you will have to successfully pass a credit check as part of our recruitment procedure.

We are committed to the achievement of equal opportunities.