At a Glance
- Tasks: Investigate and resolve customer complaints while ensuring compliance with regulations.
- Company: Join a premium automotive brand with a strong reputation.
- Benefits: Hybrid working, competitive benefits, and opportunities for professional growth.
- Other info: Collaborative team environment with support for continuous improvement.
- Why this job: Make a real impact on customer experiences and business integrity.
- Qualifications: Experience in customer service and understanding of FCA regulations preferred.
The predicted salary is between 30000 - 40000 £ per year.
We are recruiting for a Regulatory Complaints & Claims Executive to join a premium automotive brand. This is a fast-paced and highly responsible role where you will investigate, manage, and resolve complaints and claims, ensuring all cases are handled in line with regulatory requirements and internal standards.
You’ll play a key role in protecting the organisation’s reputation while delivering a high-quality experience for customers and third-party partners.
What You’ll Be Doing
- Investigate and resolve customer complaints and claims within regulatory timeframes
- Respond to voluntary disclosures from third-party firms
- Manage ongoing customer and third-party communication, including follow-ups and occasional outbound calls
- Ensure compliance with FCA complaint handling rules (DISP) and issue holding responses where required
- Track complaint and claim progress, identifying trends and risks
- Log and manage breaches, including carrying out root-cause analysis
- Support handling of FOS complaints, CCA remediation, and bulk voluntary disclosure responses
- Manage daily action reports and maintain accurate records
- Collaborate with colleagues and contribute to continuous process improvement initiatives
- Handle sensitive or vulnerable customer cases with professionalism and empathy
About You
To succeed in this role, you’ll be highly organised, analytical, and confident working in a regulated environment.
You will have:
- Experience in customer service, complaints handling, or regulated environments (automotive or financial services preferred)
- Strong understanding of FCA regulations (DISP) and consumer protection principles
- Excellent communication and interpersonal skills
- Ability to prioritise workload, meet deadlines, and work independently
- Strong attention to detail and problem-solving ability
- Confident using Microsoft Office and internal systems
- A proactive mindset with a focus on continuous improvement
Desirable:
- Knowledge of motor trade law or regulatory bodies
What’s in It for You
- Opportunity to work with a globally recognised premium brand
- Exposure to complex regulatory and complaint-handling processes
- A collaborative team environment with strong support
- Opportunities to develop expertise in compliance, investigation, and customer experience
- Hybrid working and competitive benefits
Why Join?
This is a fantastic opportunity to work in a role that combines customer focus, analytical thinking, and regulatory compliance, where your work directly impacts customer outcomes and business integrity.
If you’re passionate about delivering excellent customer outcomes and thrive in a structured, regulated environment, we’d love to hear from you.
Locations
Customer Resolution Executive in Farnborough, Hampshire employer: Hays
Join a globally recognised premium automotive brand as a Customer Resolution Executive in Farnborough, where you will thrive in a collaborative team environment that prioritises customer satisfaction and regulatory compliance. With hybrid working options and a strong focus on employee development, this role offers unique opportunities to enhance your expertise in complaints handling and customer experience while contributing to the organisation's integrity and reputation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Executive in Farnborough, Hampshire
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to complaints handling. We recommend role-playing with a friend to build your confidence and refine your responses.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Use examples from past experiences where you successfully resolved customer issues, especially in regulated environments. This will highlight your fit for the Customer Resolution Executive role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Resolution Executive in Farnborough, Hampshire
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Resolution Executive. Highlight your experience in complaints handling and any relevant regulatory knowledge, especially around FCA regulations. 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 tell us why you're passionate about customer service and how you can contribute to our team. Be sure to mention any specific experiences that relate to managing complaints or working in regulated environments.
Showcase Your Communication Skills:As a Customer Resolution Executive, communication is key. In your application, demonstrate your ability to communicate clearly and effectively. Whether it's through your writing style or examples of past interactions, we want to see that you can handle sensitive situations with professionalism.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to see all the other amazing opportunities we have at StudySmarter!
How to prepare for a job interview at Hays
✨Know Your Regulations
Familiarise yourself with FCA regulations, especially DISP rules. Being able to discuss these confidently will show that you understand the regulatory environment and can handle complaints effectively.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer complaints. Highlight your communication skills and how you managed sensitive situations with empathy and professionalism.
✨Demonstrate Analytical Thinking
Be ready to discuss how you approach problem-solving and root-cause analysis. Think of specific instances where you identified trends in complaints and how you contributed to process improvements.
✨Practice Your Communication Style
Since this role involves a lot of communication with customers and third parties, practice articulating your thoughts clearly. Mock interviews with friends or family can help you refine your delivery and build confidence.
