Customer Experience

The Customer Experience Team

Our Customer Experience team are responsible for supporting the business by dealing with customer complaints in an objective and timely manner. They deal with Satisfactory Quality issues which relate to the vehicles we've financed, general customer complaints, Subject Access Requests and insurance complaints.

Rather than just focusing on resolving complaints the team make sure they are proactively improving our business processes to try and eradicate future complaints.

Customer Experience Advisor

Location: Nottingham

Our Customer Experience Advisors (including complaint handlers) are the experts in treating our customers fairly by reaching resolutions that works for us and the customer. All resolutions have to be in line with the appropriate legislation and within the time scales required by law.

They are dedicated to providing a good experience for our customers when the customer has had an issue with First Response, a dealership we work with or with a vehicle they have on finance with us. Each advisor has to manage their workload whilst ensuring they're working well as a team.

Day to day they deal with complaint handling which entails:

  • investigation of complaints – assessment of inbound/outbound contact as well as relevant documentation and evidence
  • making and receiving calls with customers, dealerships or other third parties
  • reaching a fair and appropriate resolution in relation to the evidence
  • writing of final response letters which detail the complaint, investigation, findings as well as a decision

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