Complaints Officer

What does the role involve?

We are looking for customer-focussed Complaints Officers to join our Customer Care team on 12-month and 6-month fixed-term contracts. This is a hybrid position, with a minimum of 1 day per week in the Leeds office. The start date for this role is Monday 10th June 2024.

An integral part of our Consumer Finance division, the Customer Care team are responsible for investigating and resolving both customer complaints and Section 75 claims, ensuring the highest possible standard of service is provided to our customers. You will be responsible for making sure every customer receives a positive customer experience on every contact, and that all customers receive a fair outcome.

Some of your key duties will include:

• Deliver and demonstrate fair customer outcomes to all Novuna customers
• Investigate and resolve customer complaints and merchandise claims, both verbally and in writing
• Responsible for highlighting opportunities, red flags, and trends for analysis so our customer experience and outputs can be improved
• Capture and accurately record complaint MI to help improve our customer experience