Customer Relations Agent

Are you a confident communicator with strong decision-making skills and a passion for delivering fair outcomes for customers?

We’re looking for a Customer Relations Agent to join Stellantis Financial Services. You’ll investigate and resolve customer complaints and disputes, balancing customer needs with regulatory requirements and business policies. You’ll assess each case carefully, determine the most appropriate outcome and communicate your decisions clearly and professionally.

What you’ll be doing

As a Customer Relations Agent, you’ll take ownership of complaints from investigation through to resolution. Your responsibilities will include:
  • Analysing complaints to identify potential customer harm, regulatory breaches and operational incidents.
  • Conducting thorough investigations in collaboration with motor dealers, internal teams and other third parties.
  • Managing Data Subject Access Requests, including gathering, verifying, redacting and issuing information.
  • Maintaining clear and accurate records through the complaints management system.
  • Responding to complaints within regulatory timescales.
  • Identifying complaint trends and supporting Root Cause Analysis investigations.
  • Recommending improvements to processes, products and systems using customer feedback and supporting evidence.
  • Acting as a point of reference for colleagues on complaint-related activities.
  • Supporting different areas of the department during seasonal peaks and periods of increased demand.
You’ll also have the autonomy to determine appropriate complaint outcomes within agreed limits, including decisions regarding redress and remedial action. Cases exceeding those limits will be referred to the Customer Relations management team.

Who we’re looking for

This opportunity would suit someone who is customer-focused, analytical and comfortable making well-reasoned decisions. You’ll need:
  • Previous experience in a customer service environment.
  • Experience administering complex financial data or ledgers.
  • Excellent written and verbal communication skills.
  • The confidence to communicate with customers and colleagues at all levels.
  • Strong decision-making skills and excellent attention to detail.
  • The ability to manage competing priorities and work to deadlines.
  • Five GCSEs at grades A to C, or equivalent, including Maths and English.
  • A thorough understanding of the regulatory landscape, including relevant areas of CONC, DISP and the Consumer Credit Act.
Experience handling complaints within a financial services environment would be beneficial. A working knowledge of FCA and FOS rules, financial products and Treating Customers Fairly principles would also help you succeed in this role. Why join us?
  • Make a meaningful difference to customer outcomes.
  • Develop your knowledge of complaint resolution and financial services regulation.
  • Work collaboratively with Customer Services and teams across the wider business.
  • Build valuable experience that could support progression into positions such as Customer Relations Specialist, Customer Relations Team Manager or Contact Centre Team Leader.
People are the driving force of our business, and we want to work with the best to continue to be amazing. We have a range of opportunities within this role and the wider business to help you grow. From our Diversity Squad, Women of Stellantis Network and Employee Forum to becoming an Engagement Champion in your department, there is something for everyone to get involved with and help shape our company. Pay: From £25,420.00 per year

Benefits

  • Company events
  • Company pension
  • Employee discount
  • Free parking
  • Health & wellbeing programme
  • Life insurance
  • On-site parking
  • Private medical insurance
  • Referral programme
  • Sick pay
  • Work from home
Work Location: Hybrid remote in Cardiff (Cardiff)
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