21 days ago
Full-time
Lead/Head
#energiewende#erneuerbare#nachhatlig
Customer Care Team Lead (Complaints & Feedback) m/f/x
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Intro
The Customer Care Team Lead position at Octopus Electric Vehicles in London and Brighton involves overseeing a team responsible for investigating and analyzing customer complaints in regulated and non-regulated environments. The role requires strong communication skills, a curiosity for complaints resolution, and the ability to motivate a team to deliver fair outcomes to customers with attention to detail. The company focuses on electric car leasing with a mission for a greener and fairer future.
Tasks
- Thoroughly investigate and analyse escalated complaints
- Handle complex inbound and outbound communication with customers
- Work closely with Operations and Customer Success teams for performance monitoring
- Monitor performance metrics and report against KPIs/SLAs
- Communicate with internal and external parties to investigate and close complaints
- Ensure regulatory compliance and liaise with relevant bodies for escalated complaints
- Maintain and update 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 senior management of trends for customer experience improvement
Requirements
- Proven Complaint Handling experience in an FCA regulated environment
- Excellent written and verbal communication skills
- Ability to build strong relationships with internal and external partners
- Experience in data analysis
- Experience in suggesting and implementing business improvements based on feedback
- Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management
21 days ago
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