Customer Support

• Thoroughly investigate and analyse all complex complaints that may take longer than 3 days to resolve
• Handle complex inbound and outbound communication with customers in a calm and professional way
• Work closely with Operations and Customer Success teams to deliver data-led performance monitoring aligned to individual and team objectives
• Use several data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when needed
• Communicate with internal and external parties as needed to investigate and close complaints
• Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints
• Maintain and update the complaints database with accurate information
• Make recommendations for fair redress and remedial actions
• Document all complaints according to policies and procedures
• Provide root cause analysis and notify management team of trends to recommend business improvements based on feedback

Customer Care Executive

Customer Support

Senior Manager – Customer Services Major Initiatives

Senior Manager, Customer Services Model Office

Head of Customer Service Excellence – Operational Optimisation

Customer Support