Regulated Complaint Specialist

Regulated Complaints Handler 

Swindon – Hybrid - Looking for both Part Time and Full Time

We’re Arval BNP Paribas – we’re a global leader in vehicle leasing and the fourth largest leasing company in the UK.  Our passion for Service, Sustainability, and Solutions is brought to life by each and every one of our people – who we call Journey Makers.  

Culturally, we’re a friendly bunch – more human than corporate – and we serve a diverse customer base.  From families choosing their first electric vehicle, to global brands seeking to switch their fleets to electric vehicles – whatever our customers’ mobility needs, we have a solution to offer.

About the role

Your aim as a Regulated Complaints Handler is to deliver an exceptional customer service experience, handle regulated customer complaints and make sure they are handled in accordance with our internal Complaints Handling Policy and Procedures. You will facilitate the handling of complaints where a First Time Resolution has not been possible, ensuring that information provided by the complainant is investigated. You’ll make the difference in turning a negative experience into a positive outcome for the regulated customer.

Being a Regulated Complaints Handler, you’ll be dealing with stakeholders across the business, you’ll gain a wide exposure of Arval BNP Paribas, which will support you as a Journey Maker through your career here.

Some of your key responsibilities will include:

• To be responsible for the ownership of a caseload of regulated complaints to resolution.
• Ensure that regulated complainants are updated and advised of action taken.
• To work in partnership with internal teams, partner, and suppliers to handle complaints.
• Investigate regulated complaints including reviewing and assessing documents.

What we’re looking for

This is an ideal opportunity for someone who likes to investigate, and relishes picking up a problem and running with it, to reach the best possible outcome. Ideally, you’ll have knowledge or awareness of relevant regulatory requirements, including but not limited to the Financial Conduct Authority, The Financial Ombudsman, The Consumer Rights Act & The Consumer Credit Act, and BVRLA.

You’ll be an advocate for Arval and will support the whole business. You’ll drive a culture of continuous improvement to guarantee efficiencies and improvements in the customer journey are identified and implemented and rolled out across the business. You’ll also be able to demonstrate:

• The ability to respond to regulated complainants in a sensitive and understanding manner.
• Excellent and proven customer service skills with the ability to communicate to a high standard, both verbally and in writing
• A high level of accuracy and attention to detail
• Resilient, with the ability to remain calm under pressure.
• Experience of interpreting and applying legislation to particular situations to reach a fair outcome for the complainant, whilst protecting the commercial interests of Arval UK.
• Proven track record of working with and handling complaints. Experience in the financial services and/or leasing industry would be advantageous.

The package

We offer a basic starting salary of basic salary of up to £28,000 and a bonus of up to £1,100.   We also offer 25 days holiday as standard, plus bank holidays, an extra day off for your birthday, and the option to purchase an additional 5 days.   

We also provide a comprehensive benefits package, including:

• Private medical cover, including a digital GP service.
• Company pension with up to 10% employer contribution
• Discounts on our products and services and discounts in many high street brands
• 2 paid volunteering days every year
• Free on-site gym
• Subsidised restaurant serving chef-prepared breakfast and lunch, plus discounted Costa Coffee
• Plus, a range of flexible benefits to suit your lifestyle.

Ready to make a difference?

Sound interesting?  Click to apply, with an updated CV and a member of our Talent Acquisition team will review your CV.  

We’re passionate about being consciously inclusive employer, with a strong Speak Up culture.  We’re also proud to be a Ban the Box employer as part of our commitment to a fair and inclusive society for all.  

Interview process

• Telephone interview our Talent Acquisition team
• 1 hour meeting with the hiring panel, which will include a competency-based interview

If you’re not shortlisted, we’ll still let you know the outcome of your application.  

What are you waiting for?   Apply today and we’ll be in touch.