Complaints Resolution Handler

Birmingham, England, United Kingdom

1/6/2025

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
  
  

Here 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 is why we are listening; open to learning new things – about each other and ourselves. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It is The Holman Way!

We have an exciting opportunity that has arisen for Complaints Handler to join our Account Management team here at Holman UK. You’ll need to come into our Birmingham office, near the NEC for at least 5 days a week for the first 6 months, before we move you over to a hybrid model of Tues-Thurs in the office and working from home on a Monday and Friday, so please bear this in mind when applying. This is a permanent opportunity and we are looking to pay circa £28,000 per annum.

We are looking for candidates who ideally have 3 years customer service experience. You will be well versed in problem solving for clients and dealing with client dissatisfaction. You will be expected to collate large volumes of evidence and present in a factual manner and have a balanced sensitive approach to needs and requirements of both clients and business.

Key Responsibilities will include:

• 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 Account Management 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 Account Management to develop templates and best practice.
• Work alongside the Account Management team to identify trends and suggest process developments to enhance customer satisfaction
• Review trends with the Account Management team to establish any Corrective Actions Plans required
• Provide trend analysis and overview of complaints to auditors with support of Account Management team
• Collating of reports and dashboards
  
  

We are looking for someone with a positive, confident, and approachable communication style, with the ability to adapt to accommodate customers, colleagues, suppliers and other contacts. You must be able to deal with a variety of situations with diplomacy whilst remaining calm and maintain a consistently professional telephone manner when dealing with internal and external calls. You will need excellent questioning and listening skills with an ability to assimilate accurate information.

What are we looking for?

• Experience of working within a customer service related role is essential
• Experience of working within a pressurised environment, with the ability to remain calm, empathetic and professional in difficult situations
• Must be adept in the use of a PC, internet and email and able to grasp new software applications easily and quickly.
• Able to use Microsoft Word, Excel and Outlook to an intermediate level
• Comfortable working to targets and deadlines
• Experience in the motor industry is desirable, but not essential
  
  

What’s in it for you?

• 25 days annual holiday entitlement (+ 8 bank holidays)
• Floating Day Holiday in lieu of Birthday
• Group Personal Pension Plan
• Death in Service insurance cover
• Critical illness insurance cover
• Free parking
• Health cash plan helping with the costs of medical, dental and optical treatment
• Partners In Excellence rewards – Partner of the Quarter, Partner of the Year, Bonus
• Free Breakdown cover (eligible employees – service related)
• Long Service Awards, Support for further education / employee development.
  
  

If this sounds like the role for you then we look forward to welcoming your application!

The need to know parts:

• You must have the right to remain and work in the UK.
• You must tell us about any previous convictions or cautions including any deemed as 'spent'. These will not necessarily exclude you from employment but they must be declared at the point of application.
• Please also be aware we do not provide sponsorship for any of our positions advertised.
  
  

We want to positively encourage differences within Holman UK and believe it is critical to our success as a company. Holman UK is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills.

We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

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.