Customer Complaints Officer

At Ayvens, progress starts with you.

Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.

We are looking for Customer Complaints Officer to join our Technical Complaints team located in Lyde Green, Bristol (BS16 7LB) on a 12-month fixed term contract.

In this role you will provide investigation and resolution for customer concerns that cannot be resolved at first point of contact, whilst providing support to the wider business in complaints management. You will also liaise with appropriate external third parties as necessary.

The key responsibilities of the role are as follows:

• Management of incoming technical complaints within agreed service levels, regulatory requirements and in accordance with our business processes and procedures.
• Support wider business with complaint resolution, through advice, training and coaching.
• Support Ayven’s relationship with the Financial Ombudsman Service (FOS) and British Vehicle Retail Leasing Authority (BVRLA).
• Work with all business areas and external partners to manage all formal complaints efficiently and effectively, ensuring compliance with all regulatory requirements, Ayven’s and Group policy
• Maintain an accurate record of all complaints using the company CRM system ensuring that all records are recorded and maintained in line with company policy and regulatory requirements.
• Support ongoing training requirements across the business for new and existing employees.
• Provide support to wider business in managing complaints at first point
• Work with line management to further develop and enhance ALD approach to dealing with complaints.
• Prepare case requests from external authorities

Skills and experience required

• Excellent communication skills - written and verbal
• Excellent time management, planning and organisation
• Self-motivated
• Remains engaged when under pressure 
• Develops others by sharing own experience and expertise 
• Understands the need and can work within legislative guidelines  
• Problem solving, willing to search for alternative solutions and long-term process improvements 
• Proven ability to influence others and manage difficult situations 
• Commercial awareness and understanding of business processes

What we offer

Working hours between 8am-6pm Monday to Friday. No weekends!

Generous contributory pension scheme 
25 days holiday, in addition to bank holidays 
Volunteering days to assist in charity work
Sustainability Initiatives 
Holiday buy / sell (subject to conditions)
Travel Insurance (cost associated)
Dental Insurance (cost associated)
Flexible working options available
Eligibility for Annual Bonus Scheme
Study support (where applicable)
Enhanced parental leave
Generous Employee Referral Scheme (£1000)
Cycle2work Scheme 
Free breakfast / fruit in the Bristol office
EV charging points, bike storage, shower & changing facilities, car parking

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!

Why Ayvens?  

With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.

At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.

Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.

*ALD Automotive | LeasePlan are rebranding to Ayvens across all 42 countries by 2025.