Regulated Complaints Handler

Standard / Permanent
Job Family:
Customer relationship management
Experience level:
Not indicated
Reference number:

Regulated Complaints Handler

Swindon Head Office - Hybrid


About the role


Your aim as a Regulated Complaints Handler is to deliver an exceptional customer service experience, handle regulated customer complaints and make sure they are handled in accordance with our internal Complaints Handling Policy and Procedures. You will facilitate the handling of complaints where a First Time Resolution has not been possible, ensuring that information provided by the complainant is investigated. You’ll make the difference in turning a negative experience into a positive outcome for the regulated customer.


The role is an integral part of our newly created Regulated Complaints Team, to take our regulated complaints handling to the next level, providing a best in class service, which focuses on resolving regulated customer complaints quickly and fairly, providing optimal outcomes. This team will consist of experienced team members who will be able to support you within the role.


Being a Regulated Complaints Handler you’ll be dealing with stakeholders across the business, you’ll gain a wide exposure of Arval BNP Paribas, which will support you as a Journey Maker through your career here.


What’s in it for you?


The Regulated Complaints Handler will receive a benefits package at Pay Zone level A4 - This includes a basic salary of up to £28,000 and a bonus of up to £1,100.


We operate a hybrid working option, which means you will be able to equally split your time between our office in Swindon and home once you are fully trained in the role.


You will also enjoy the outstanding benefits including;

·         Private Healthcare (AXA PPP)

·         Life Assurance

·         Company Pension scheme

·         A range of personal flexible benefits

·         25 days holiday, your birthday off plus bank holidays

·         Free Parking

·         Free Gym onsite

·         Access to great discounts on our products and services

·         To celebrate your 1st year you can enjoy a ½ holiday or a £75 Love2Shop voucher

·         Paid eye tests and £50 towards your lenses

·         Volunteering days

·         Charity Fundraising

About you


This is an ideal opportunity for someone who likes to investigate, and relishes picking up a problem and running with it, to reach the best possible outcome. Ideally, you’ll have knowledge or awareness of relevant regulatory requirements, including but not limited to the Financial Conduct Authority, The Financial Ombudsman, The Consumer Rights Act & The Consumer Credit Act, and BVRLA.


You’ll be an advocate for Arval and will support the whole business. You’ll drive a culture of continuous improvement to guarantee efficiencies and improvements in the customer journey are identified and implemented and rolled out across the business.



Key skills you will need:



·         Proven track record of working with and handling complaints. Experience in the financial services and/or leasing industry would be advantageous.

·         The ability to respond to regulated complainants in a sensitive and understanding manner

·         Excellent and proven customer service skills with the ability to communicate to a high standard, both verbally and in writing

·         A high level of accuracy and attention to detail

·         Resilient, with the ability to remain calm under pressure

·         Experience of interpreting and applying legislation to particular situations to reach a fair outcome for the complainant, whilst protecting the commercial interests of Arval UK.

About us

We are Europe’s No.1 vehicle leasing provider with a clear vision for sustainable mobility. Mobility is as simple as someone moving from point A to point B, however and whenever they choose. We know that for 2021 and beyond, being innovative and creative, developing existing products and introducing new ones quickly into the mix is what our customers want, whilst we also focus on leading the way forward on Climate Action within the mobility industry. Luckily, at Arval, we have an excellent pedigree in all things mobility, and the launch of our five year plan, Arval Beyond, puts us out in front, leading the way. Find out more about our plan here: Arval Beyond

We truly believe all our Journey Makers help us shape our story – and make history in the process. Come, join our family, and be part of it too.

Culturally, we are a friendly bunch - more human, than corporate. We expect a lot but know that works both ways so offer our Journey Makers a fantastic employee experience end to end.

We are proud to celebrate the diverse nature of our customers and our hugely diverse teams, where everyone feels safe to be their authentic self. We support all our local communities and groups and actively encourage people from underrepresented backgrounds to apply to become part of our family. We do not discriminate based on race, colour, religion, gender, gender identity, sexual orientation, national origin, genetics, marital status, disability or age – or any other category you can think of, and we have a strong “speak up” culture through which we support and ally with all group our Journey Makers identify with.

We are a family-friendly employer with a culture based on trust, autonomy and flexibility and believe everyone has a voice and the opportunity to make an impact.

Here’s a recent video we put together that shows life at Arval: The Journey Makers



Application process

Following application, you will contacted by our of our internal recruitment professionals. 


About Arval BNP Paribas:

Founded in 1989 and fully owned by BNP Paribas, Arval specialises in full service vehicle leasing. Arval offers its customers – large international corporates, SMEs and professionals – tailored solutions that optimise their employees’ mobility and outsource the risks associated with fleet management. Expert advice and service quality, which are the foundations of Arval’s customer promise, are delivered in 29 countries by over 6,500 employees. Arval’s total leased fleet adds up to 1,103,835 vehicles throughout the world (December 2017).

Arval is a founding member of the Element-Arval Global Alliance, the longest standing strategic alliance in the fleet management industry and the worldwide leader with 3 million vehicles in 50 countries. Within BNP Paribas, Arval belongs to the Retail Banking core activity.