At a Glance
- Tasks: Manage and resolve customer complaints while improving overall service quality.
- Company: High-growth financial services business in central Manchester.
- Benefits: Salary between £30,000 - £35,000, hybrid working, and a supportive team.
- Other info: Join a dynamic team where your contributions are valued and recognised.
- Why this job: Make a real difference in customer experiences and drive positive change.
- Qualifications: Experience in complaints handling within FCA-regulated environments is essential.
The predicted salary is between 30000 - 35000 £ per year.
Axon Moore is currently partnering with a high growth financial services business in central Manchester looking to recruit a Complaints Specialist. This role will suit someone with complaints handling experience gained within an FCA-regulated environment, ideally motor finance, vehicle finance or wider consumer lending.
With approximately 70% of the role focused on complaints, we're looking for someone who can confidently investigate cases from start to finish, deliver fair customer outcomes and help drive improvements in complaint resolution times and overall customer experience.
What you'll be doing:
- Managing complaints from receipt through to resolution.
- Investigating cases, reviewing evidence and gathering information from multiple sources.
- Drafting clear, professional and customer-focused final responses.
- Ensuring complaints are handled in line with FCA regulations, Consumer Duty and internal procedures.
- Identifying trends and root causes to support ongoing business improvements.
- Supporting initiatives to reduce complaint lead times and improve customer outcomes.
- Handling customer queries and account-related enquiries where required.
- Building positive relationships with both customers and internal stakeholders.
What we're looking for:
- Previous complaints handling experience within an FCA-regulated environment.
- Ideally experience within motor finance, vehicle finance, consumer finance, lending, banking or insurance.
- Strong written communication skills with experience producing detailed customer correspondence.
- Excellent interpersonal skills and the ability to handle difficult conversations professionally and empathetically.
- Experience working to complaint SLAs and regulatory deadlines.
- A proactive approach with the confidence to challenge processes and identify improvements.
What's in it for you?
- £30,000 - £35,000 salary.
- Hybrid working (3 days in the office).
- Supportive and collaborative team environment.
- Opportunity to join a growing business where your contribution will be recognised.
- A varied role with genuine influence over customer outcomes and process improvements.
If you have complaints experience within motor finance or another FCA-regulated environment and are looking for your next challenge please contact Charlotte at (url removed).
Complaints & Customer Service Specialist in Manchester employer: Axon Moore
Axon Moore is an excellent employer, offering a supportive and collaborative team environment in the heart of central Manchester. With a focus on employee growth and recognition, this high-growth financial services business provides a hybrid working model that promotes work-life balance while allowing you to make a genuine impact on customer outcomes and process improvements.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Customer Service Specialist in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector, especially those with experience in complaints handling. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints management. Think about specific examples from your past experiences that showcase your skills in resolving issues and improving customer outcomes.
✨Tip Number 3
Showcase your communication skills! During interviews, be clear and concise when discussing your approach to handling complaints. Remember, you want to demonstrate your ability to draft professional responses and handle difficult conversations.
✨Tip Number 4
Don’t forget to apply through our website! We’re all about making the application process smooth and easy. Plus, it shows you’re genuinely interested in joining our team and contributing to our mission of improving customer experiences.
We think you need these skills to ace Complaints & Customer Service Specialist in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your complaints handling experience, especially in FCA-regulated environments. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills:Since strong written communication is key for this role, ensure your application is clear, professional, and customer-focused. Use examples from your past experiences to demonstrate how you’ve effectively communicated in challenging situations.
Highlight Your Problem-Solving Abilities:We’re looking for someone who can investigate cases thoroughly and identify trends. In your application, mention specific instances where you’ve successfully resolved complaints or improved processes, as this will show us your proactive approach.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Axon Moore
✨Know Your Complaints Process
Make sure you understand the complaints handling process in an FCA-regulated environment. Brush up on how to investigate cases, gather evidence, and draft professional responses. This will show that you're not just familiar with the role but also ready to hit the ground running.
✨Showcase Your Communication Skills
Since strong written communication is key, prepare examples of your previous correspondence with customers. Think about how you can demonstrate your ability to handle difficult conversations empathetically and professionally. Practising these scenarios can really help you shine.
✨Highlight Your Problem-Solving Abilities
Be ready to discuss how you've identified trends or root causes in past complaints. Share specific examples where your proactive approach led to improvements in complaint resolution times or customer outcomes. This will illustrate your value to the team.
✨Familiarise Yourself with FCA Regulations
Understanding the FCA regulations and Consumer Duty is crucial for this role. Do some research and be prepared to discuss how these regulations impact complaint handling. Showing that you’re knowledgeable about compliance will definitely impress your interviewers.
