Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage customer complaints with empathy and integrity in a fast-paced environment.
- Company: Join CarMoney, one of the UK's fastest-growing digital finance brokers.
- Benefits: £26,000 salary plus bonuses, flexible shifts, and 30 days holiday.
- Why this job: Make a real impact by maintaining customer trust and satisfaction.
- Qualifications: Experience in complaints handling and excellent communication skills required.
- Other info: Enjoy perks like free parking, daily incentives, and regular team events.
The predicted salary is between 26000 - 32000 £ per year.
Join CarMoney – one of the UK's fastest-growing digital finance brokers. We work with major brands and offer opportunities to grow and develop your career. Our head office is based in Eurocentral, just off the M8 between Glasgow and Edinburgh. Free parking onsite; if you use public transport, please check accessibility details.
We're looking for a proactive, detail-oriented Complaints Officer to join our growing team. You'll help maintain customer trust and satisfaction by managing the complaints process with integrity, empathy, and a commitment to doing what's right. If you thrive in a fast-paced environment with strong communication skills, this could be the perfect role for you.
What you will be doing:
- Monitor and respond to all customer complaints via the CRM, prioritising regulated complaints for escalation to management as appropriate.
- Ensure detailed notes regarding complaints from both the customer and finance company are recorded on the CRM to maintain an audit trail.
- Follow the escalation process for complaints not dealt with in the appropriate manner by the dealership, customer, management or lender.
- Ensure all follow-up calls for retail and dealer are completed 2 days after the deal has been paid out; record these in the CRM and report exceptions to management.
- Carry out weekly calls with all lenders to discuss outstanding finance complaints and work toward timely resolution while maintaining relationships.
- Request reviews from customers during follow-up calls and assist with monitoring reviews (with marketing).
- Lead the weekly complaints meeting with management and suggest next actions where applicable.
- Advise the risk committee on dealerships from which we should cease trading based on complaints, quality concerns, or other issues.
- Liaise with lenders, auctions, dealerships, and the accounts department to ensure timely resolution of unwinds and reduce financial exposure to CarMoney.
- Provide ad hoc support as required, especially helping with call volume.
What you will need:
- Experience working in a complaints role or similar.
- Knowledge of FCA and GDPR is highly desirable.
- An understanding of the legislation that governs the business and its impact on the business.
- Knowledge of the car finance industry is advantageous.
- Excellent communication skills, both verbally and written.
- Well organised and a committed team player.
- Exceptional customer service skills; confident over the phone.
- Ability to liaise at all levels with other departments and outside agencies.
- Takes personal responsibility for making things happen.
What we offer:
- 30 days holiday rising with length of service.
- Flexible shift patterns.
- World-class training delivered by the Ninja Academy.
- Internal development opportunities – climb the Ninja ladder.
- Onsite parking.
- Free tea & coffee and breakfast on weekends.
- Daily, weekly, and monthly incentives and the big one – a trip abroad.
- Employee discounts.
- Generous Ninja Referral Scheme.
- Pension & Life Assurance.
- Enhanced maternity & paternity leave.
- Regular giving back days and charity events.
- Wellbeing Centre access – MOT & in-house counselling services.
- Colleague events – Family Fun Day, Annual ball, Christmas party.
How to apply: If you would love to be part of our CarMoney family, please APPLY now with an up-to-date copy of your CV. We look forward to hearing from you soon. CarMoney is an equal opportunities employer. Everyone is welcome here; if you have the drive and passion to succeed, we would love to hear from you.
Complaints officer in Holytown employer: CarMoney
Contact Detail:
CarMoney Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints officer in Holytown
✨Tip Number 1
Get to know the company inside out! Research CarMoney's values, mission, and recent news. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Complaints Officer, you'll need to handle tricky situations with empathy and clarity. Role-play common scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the CarMoney family. Good luck!
We think you need these skills to ace Complaints officer in Holytown
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Complaints Officer role. Highlight any relevant experience you have in handling complaints, customer service, or the car finance industry. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Don’t forget to mention your understanding of FCA and GDPR if you have it – it’ll definitely catch our eye!
Show Off Your Communication Skills: Since communication is key in this role, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional. We love a well-structured application that’s easy to read!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be part of our CarMoney family in no time. We can’t wait to hear from you!
How to prepare for a job interview at CarMoney
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of FCA and GDPR regulations. Understanding these will show that you're serious about the role and can handle complaints with the necessary legal insight.
✨Showcase Your Communication Skills
As a Complaints Officer, strong communication is key. Prepare examples of how you've effectively resolved customer issues in the past. Practise articulating your thoughts clearly and confidently, as this will be crucial during the interview.
✨Demonstrate Empathy
During the interview, highlight your ability to empathise with customers. Share stories where you've turned a negative experience into a positive one. This will illustrate your commitment to maintaining customer trust and satisfaction.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's complaints process and how they measure success in this role. This shows your genuine interest in the position and helps you understand if it's the right fit for you.