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  • Complaints Handler

    Salary: 25900
    Opening Date: 23/02/2024
    Type: ,
    Reference: CA/MN/VM/23-Feb

    My client was founded in 2006 with a mission to remove the complexity and hassle in finding and financing a car. They connect customers, lenders, and car dealerships across the UK. They are looking for Complaint executives to join their growing team.

    Role and Responsibilities :

    • Investigate and respond to escalated non-regulated vehicle quality complaints in line with FCA regulations, being always empathetic
    • Record and input complaints into our CMS
    • Feedback to other areas of the business on the causes of complaints, making recommendations to mitigate any future risks
    • Inform customers of the outcome of their complaints over the phone and in writing, explaining your decision and their options.
    • If appropriate, decide on the level of compensation to be awarded – you’ll be responsible for choosing the right option
    • Create accurate records ensuring all elements of the complaints are logged.
    • To be a champion of excellent customer service, be that directed at customer, lender, or dealer
    • To fully embrace “Treating Customers Fairly” and conduct business in a manner which conforms to this
    • To proactively seek to improve your own skills to the benefit of the company’s service through identification of training needs with your Manager
    • Negotiation with dealers in relations to costs, repairs, and contractual obligations
    • You must adhere to the FCA Conduct rules
    • Liaise with internal departments, dealers, lenders, mechanical engineers etc. to obtain information to investigate a complaint thoroughly

    Skills :

    • Evidence of working in a complaint’s role, managing complex complaints
    • Minimum 2 years’ experience in a customer facing complaints role
    • An understanding of FCA regulations and a working knowledge of the Financial Ombudsman Service
    • Negotiation and influencing skills
    • Able to work under pressure and to meet deadlines
    • An understanding of the legislation that governs the business and being able to see how that impacts on the business

    What the company can offer you :

    • Clear progression throughout the business
    • Award winning Induction training and development from their ISM accredited training programme
    • You will be given thorough FCA/Compliance training to ensure you are fully knowledgeable on our in-house systems and provide the best advice through their customer journey.
    • 28 days holidays including bank holidays, plus an extra day off for your birthday
    • Award dinners, regular social events, and team nights out to celebrate success
    • An additional day available to take to support local charities
    • Cycle to work scheme, discounted retail outlets and hospitality venues
    • Income protection and financial advice

    Please contact Vicky for more details.

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