Skills

Communication Salesforce Negotiation Sales Customer Service Attention to detail Recruitment

Job Specifications

As a Customer Care Resolutions Specialist, you’ll play a key role in delivering a fair, empathetic, and efficient complaints experience for our customers. You'll be responsible for managing a wide range of complaints and disputes relating to the Leasys portfolio, ensuring each case is assessed promptly and resolved appropriately. Your attention to detail, strong communication skills, and understanding of regulatory requirements will help uphold our commitment to delivering exceptional service.

This is a 2 month FTC (Fixed term contract) with the potential to transition to a permanent contract.

The main responsibilities include:

Manage complaints from the Financial Ombudsman Service (FOS), BVRLA, and customers, ensuring timely and appropriate outcomes aligned with our Customer Care policies.
Assess each case thoroughly to identify potential risks or regulatory concerns, escalating issues where necessary.
Maintain a strong understanding of relevant legislation, including Consumer Duty, to ensure decisions reflect current regulatory expectations.
Collaborate with third parties (dealers, brokers, suppliers) and internal teams to fully investigate and resolve complaints.
Build positive relationships with manufacturer Customer Care and Fleet Support teams.
Understand how finance products work and what their terms mean for customers.
Apply regulatory knowledge to evaluate the sales process, including the sale of general insurance products.
Refer to internal procedures and service level agreements to help identify service gaps and drive resolutions.
Make well-reasoned decisions on complaint outcomes, including appropriate redress or remedial actions.
Manages customer data requests, including Data Subject Access Requests (DSARs), ensuring timely and accurate release of personal data in line with GDPR obligations and company procedures
Accurately record complaint details and progress using Salesforce.
Identify and report trends to support root cause analysis and continuous improvement.
Be flexible in supporting different areas of Customer Care during peak periods.
Prepare and deliver regular updates on complaint status and related business impacts.

The ideal candidate will have:

Strong customer focus with a genuine desire to resolve issues positively.
Background in handling complaints is essential.
Excellent verbal and written communication skills, with the ability to engage effectively at all levels.
Skilled in negotiation and handling objections calmly and effectively.
Adaptable and open to change in a dynamic business environment.
Previous experience in a customer service role is essential.
Solid understanding of complaints regulation and related industry standards.
Excel and Word to Intermediate level.

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.

About the Company

Leasys offers long-term rental solutions and company fleet management systems that guarantee efficient, rational, safe and sustainable mobility. We take care of the use that companies and people make of the car to offer a concrete mobility alternative. Leasys is a Stellantis brand, a 50:50 joint venture between Stellantis and Crédit Agricole Consumer Finance. With more than 20 years of experience, Leasys today operates in Italy, where the headquarters is located, Spain, France, Germany, UK, Belgium, the Netherlands, Poland, ... Know more