Customer Complaints Specialist - Kia UK

Location :Walton- On- Thames, Surrey - Kia UK

Job Type: Full Time
Salary upto: £35,000

Hybrid Role - After training, you will be able to work 3 days in the office, 2 days working from home

Monday-Thursday, 9am-5.30pm, early finish at 4.30pm on a Friday. No weekends

About Us

We are ROI. We work with 70% of the UK’s Automotive brands to support their sales, provide amazing customer service, bring consumers and manufacturers together through marketing and change businesses through technology. We work with global brands such as, BMW, JLR, Volvo, Kia and Volkswagen.

We are problem solvers. We are innovators. We are listening ears for our customers AND we are hiring! We’re looking for someone who loves to help solve and resolve customer problems to join our Kia team, providing the best customer experience you can to consumers and your colleagues.

The role

As a Customer Complaints Specialist, you’ll have a passion for people, an eye for detail and will be fanatical about getting things right first time, giving every customer the 5 star ROI experience.

We are looking for an exceptional Customer Complaints Specialist, supporting one of our long-standing automotive clients, Kia.

You will be responsible for taking ownership of our complex complaints from customers who have reached out to the CEO or the Motor Ombudsman with a complaint, where you can use your active listening, natural curiosity, relationship building skills and your ability to investigate, review and resolve.

You will join a successful team with a reputation for high-quality service. You will need excellent attention to detail and strong organisational skills.

You’ll also need to be resilient, few people email the CEO when everything’s going well so you will need to be prepared to answer those difficult and challenging cases with positivity, professionalism and a smile but we will give you the support and full training so you feel comfortable to do that. If you’re curious, always looking to learn and constantly asking “why?”, then this could be the ideal job for you.

Who we are looking for:

• To be successful in this role, you will have proven complaint handling experience and the ability to make informed decisions whilst keeping the customer as priority.

• You’ll be able to handle anything that comes your way. You’ll show willingness to take full accountability of a challenging situation but be empathetic enough to see others’ point of view.

• Taking ownership of the decisions you make and the work you do with the ability to tailor your approach to each customer and put yourself in their shoes

• Great communication skills, you’ll be comfortable speaking to people from all backgrounds, adapting your approach depending on the audience and the query you’re dealing with

• A positive attitude, even on the days when nothing seems to be going your way #

• The ability to work at speed with high accuracy

• You’ll love to solve problems and puzzles, the tougher the better

• Excellent negotiation skills, balancing the customer and the business’s needs to reach a solution that works for both sides

• You’ll support your team members, sharing learnings and pulling together when things are not going to plan.

Why Join Us?

We understand how important it is to look after our employees so in return for the hard work, we offer amazing benefits including:

• a £500 annual health and wellbeing allowance to use against products and services to improve your mental or physical wellness such as gym membership, sportswear, wellness apps and additional healthcare cover for dependents.
• access to education bursaries to learn new skills: brewing, beekeeping, bookkeeping, it’s entirely up to you!
• a day off and a voucher to get yourself something nice on your birthday
• company pension
• healthcare plans including private medical insurance and dental cover
• 22 days annual leave rising to 30 with length of service
• subsidised car purchase schemes available

How to Apply

If you are driven to deliver unparalleled customer service and enhance customer experiences, we invite you to apply.

Submit your CV today, and let’s explore how you can contribute to the Kia UK team!