PURPOSE SUMMARY:
The role will be responsible for handling a variety of complaints & disputes received on the Leasys portfolio. It is essential that all complaints are assessed promptly and investigated diligently before deciding upon the outcome and communicating it appropriately. Excellent record keeping skills and attention to detail are a must.
The position requires the role holder to have a robust understanding of the company’s range of products and procedures, together with a working knowledge of the regulatory framework that governs the industry and that which relates specifically to the handling of complaints.
The role is also responsible for the release of data under GDPR and will support in ensuring Data Subject Access Requests (DSAR) are complied, redacted, and dispatched in line with current Data Protection Legislation timelines.
This position is primary for enhancing the Leasys brand through continued commitment to our vision and values.
Location: Hybrid (Home‑based with two days per week in Pinley House)
Salary: £30-£35k based on experience
PRINCIPAL ACCOUNTABILITIES:
Complaint Management & Resolution
- Manage and resolve FOS and BVRLA complaints in line with Customer Care processes and regulatory requirements.
- Investigate complaints end-to-end, working with internal teams and external partners (dealers, brokers, suppliers).
- Make fair, well-reasoned decisions on outcomes, including redress, ensuring they withstand regulatory and ADR scrutiny.
- Handle a high-volume caseload, ensuring all complaints are resolved within regulatory timelines.
Risk, Compliance & Regulatory Knowledge
- Analyse complaints to assess customer risk, identify potential harm, and escalate regulatory breaches or operational issues.
- Maintain strong knowledge of the regulatory framework (including Consumer Duty) and ensure compliance.
- Apply understanding of finance products, contracts, and the regulated sales process (including general insurance).
Customer Communication & Experience
- Communicate clearly and sensitively (written and verbal), ensuring responses are fair, accurate, and transparent.
- Build and maintain relationships with manufacturer Customer Care and Fleet Support teams.
Processes, Systems & Data Management
- Use internal procedures and SLAs to identify service failures and determine appropriate resolutions.
- Accurately log and manage complaints using Salesforce or relevant systems.
- Manage Data Subject Access Requests (DSARs), including data gathering, validation, and response delivery.
Reporting, Insight & Continuous Improvement
- Monitor and report complaint trends, supporting root cause analysis and continuous improvement.
- Identify opportunities to improve processes, systems, and customer experience, with evidence-based recommendations.
- Provide regular reporting on complaint status, including business impact and costs.
Team Support & Operational Effectiveness
- Support team capability through training and acting as a point of reference.
- Demonstrate flexibility across Customer Care functions to support workload demands.
- Escalate workflow issues and backlogs to the Team Leader as required.
- Meet individual performance targets and contribute to team objectives.
- Participate in projects and initiatives to enhance the overall customer journey.
PERFORMANCE MEASURES:
- Customer Feedback
- Other departmental feedback within Leasys and from our dealers, brokers and suppliers
- Achievement of departmental and individual targets and objectives
- Delivery within quality, time and cost objectives.
- Quality checking average score to be in excess of 80%.
- Ensure all complaints receive an acknowledgement letter within 24 hours of receipt.
- Ensure regulatory timescales are respected at 28 and 56 days from receipt.
- Ensure FOS and BVRLA requests are handled and action within given timescales.
ABILITY AND SKILLS PROFILE:
- Customer Focused
- Excellent communication skills with the ability to liaise and communicate with all levels of
colleagues and customers are essential.
- Maintains professionalism in all aspects of communication.
- Confident in decision making/prioritisation.
- Good negotiation and objection handling skills.
- Good attention to detail.
- Ability to work to deadlines.
- Adaptive; can adjust to rapidly changing business environment.
KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:
- Previous experience in a customer services environment is essential.
- Experience in handling complaints in a financial environment.
- Good knowledge of Complaints Regulation.
IT SKILLS PROFILE:
- Excel and Word to Intermediate level.
- Salesforce experience
Stellantis is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability, or gender identity. Stellantis are also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, that recognises organisations that pledge, demonstrate or advocate support to the armed forces community. Service Personnel and their families are therefore encouraged to apply. Please contact our recruitment team if you would like to discuss anything further or if you require any form of reasonable adjustments for any part of the recruitment process.
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