The Case Handler is responsible for managing customer complaints from initial assignment through to final resolution, ensuring outcomes are fair, timely, and aligned with regulatory expectations. The role requires a multi-skilled and strategic operator who can manage a broad range of complaint types while balancing customer outcomes, business cost, and compliance.
£28,000 - £30,000 (DOE)
Monday - Friday no weekends.
Key Responsibilities Take full ownership of complaints from allocation through to closure
Manage customer and dealer communication, including difficult conversations
Conduct thorough investigations using internal and external systems
Apply a strategic approach balancing cost, customer impact, and risk
Work with internal master technicians to assess repair options and costs
Manage logistics including vehicle transportation and inspections
Produce high-quality written communication and final response letters
Ensure all complaints are handled within FCA DISP timeframes
Ways of Working Own and manage a personal case pipeline from oldest to newest
Maintain proactive case progression with no delays
Apply strategic thinking to each complaint
Balance customer outcomes with cost control
About You Strong customer service and rapport building
Confident handling difficult conversations
Excellent written communication skills
Strong investigative and analytical ability
Organised with strong time management
Key Competencies
Ownership & Accountability
Strategic Thinking
Resilience
Attention to Detail
Negotiation Skills
About Us Subsidised Onsite Parking
A great working environment with free fruit and juice bars
Birthday off!
Onsite Gym
Free transport to and from Piccadilly Train station
Free Barista bar serving teas and coffees
Excellent career progression
About Team 247
We're more than the UK's #1 digital car finance platform. We're a Manchester tech business that's reshaping how people buy cars. Backed by smart tech, sharp minds, and a relentless focus on exceptional service, we're on a mission to make car finance simple, fast, and customer-first.
We've got big goals - and the roadmap to get there. Join us and be part of something exciting.
Our values Passion, Ownership, Resilience and Togetherness define how we work and win. We look for people who bring energy and drive, take accountability, push through challenges, and back their teammates. If you care about doing a great job, stepping up when it matters, and succeeding as part of a team, you'll fit right in.
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