Complaints Handler Chippenham, South West England, England
Job description
At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way.
At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of these programs (programs may vary by country or worker type):
Health Insurance
Dental Insurance
Life and Disability Insurance
Flexible Spending and Health Savings Accounts
Employee Assistance Program
Retirement Plan
Paid Time Off
Tuition Reimbursement
We're looking for a Complaints Handler to come join our Performance Excellence team either in Chippenham or Birmingham on a hybrid basis.
Principal Purpose of Position:
Logging and recording complaints received into the business
Work with internal and external stakeholders to ensure that all cases are investigated and treated fairly and agnostically
Monitoring the progress and escalation procedure for complaints
Monitoring the trends and highlighting any “spikes” or areas of concern
Providing feedback on complaints
Handle complaints from various areas of the business, accurately recording all complaints, actions, findings and solutions ensuring the complainant feels heard and valued
Ensure the complaint is managed in timeline and customer feedback is given
Monitor and escalate any issues to QMS team
Work with internal and external stakeholders to ensure that all cases are investigated and treated fairly and agnostically
Identify and document the root cause of the complaint monitoring trends
Act as SME for customer dissatisfaction providing support and guidance to others in the business as required.
Work with the QMS to develop templates and best practice.
Work alongside the QMS team to identify trends and suggest process developments to enhance customer satisfaction
Review trends with the QMS team to establish any Corrective Actions Plans required
Provide trend analysis and overview of complaints to auditors with support of QMS team
Collating of reports and dashboards
KNOW-HOW
Know-How includes every kind of relevant knowledge, skill, and experience, however acquired, needed for acceptable performance in a job or role. Know-How has three dimensions: Practical/Technical Knowledge, Planning, Organizing and Managerial Knowledge; and Communicating & Influencing Skills. In the space below, please list the minimum requirements within each of the categories.
Education and/or Training:
Excellent standard of English required: GCSE level 5 or 6 or equivalent desired
Relevant Work Experience:
3 years’ experience in a customer focused role
Experience in problem solving for clients and dealing with client dissatisfaction
Ability to collate large volumes of evidence and present in a factual manner
Analytical, logical and problem solving skill required demonstrating consistent sound judgment based on evidence
Balanced sensitive approach to needs and requirements of both clients and business
Strong desire to provide service excellence for our clients
Planning/Organizing/Managerial Knowledge:
(Ranges from task-focused to integrating related functions, to broadly strategic integration)
High attention to detail – gathering factual evidence.
Ability to work using own initiative as well as working within a team
Used to working to deadlines
Communicating & Influencing Skills:
(Does the job require communication, reasoning with others, or changing behaviors?)
Strong written and verbal communication skills
Use of plain English to ensure clear communication to multiple channels
PROBLEM SOLVING
Indicate those statements that describe the process by which this position solves problems. Show the % that the relevant statement represents among all problem solving done by this role. The sum of percentages indicated for each category should equal 100%. For each relevant statement, give an example of a problem and the method of resolution.
The problems are similar to each other and have a limited number of predefined solutions. Standing procedures/plans and/or a structured routine directs the problem solving process.
40% of all problems:
Example: following investigation procedure to establish root cause – process not followed, cost or service issues
The problems encountered are dissimilar and typically have a number of solutions. The solutions may be derived from a general plan or a flexible routine may be utilized to solve problems of this type.
35% of all problems:
Example: clients expectations of service not defined or unclear
The problems encountered are unique situations and there is an unlimited number of solutions, many of which are unknown. There are no procedures or routines to follow, but only broad policies to guide the problem solving process.
25% of all problems:
Example: new products or process can have unforeseen outcomes due to lack of scoping or understanding at outset. Project and problem solving work is required and liaising with the QMS Team to find solution
Holman is a global automotive leader that serves both commercial and consumer clients The Holman Way by always doing the right thing for our people, our customers, and the community since 1924. The Holman story began nearly a century ago as a single Ford dealership in New Jersey. Today, Holman, headquartered in Mount Laurel, New Jersey, is one of the largest family-owned automotive service organizations in North America with more than 6,500 employees across North America, the UK, and Germany.
Holman delivers a unique range of automotive-centric services including industry-leading fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States. Guided by its deeply rooted core values and principles, Holman is continuously Driving What’s Right.
Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
