At a Glance
- Tasks: Manage customer complaints and ensure satisfaction while promoting compliance.
- Company: Join Marshall Motor Group, a leading automotive retailer with a strong reputation.
- Benefits: Up to £40,000 salary, 25 days leave, life assurance, and exclusive discounts.
- Other info: Dynamic team environment with excellent career development opportunities.
- Why this job: Make a real difference in customer experience and drive your career forward.
- Qualifications: Experience in complaints handling and knowledge of FCA regulations required.
The predicted salary is between 40000 - 40000 £ per year.
Marshall Motor Group - Bolton (one day a week in office)
Up to £40,000 per annum, depending on experience; 25 days' annual leave + bank holidays (increases with service); Life assurance & pension scheme; Discounts on car purchase, servicing & more; Access to exclusive shopping and lifestyle perks.
Full-time | 40 hours per week | Monday - Friday
Drive your career with a fantastic Motor Group, that’s known for more than just the brands it represents. At Marshall Motor Group, we’re offering an exciting opportunity for a confident Dispute Resolution Officer to join one of the UK’s most trusted and innovative automotive retailers. The Dispute Resolution Officer plays a critical role in ensuring customer satisfaction and regulatory adherence by managing complaints effectively, promoting a culture of compliance, and supporting continuous improvement across the business.
Reporting into the Compliance Manager, the Dispute Resolution Officer will take ownership of the end-to-end complaint process for Marshall Motor Group and ensure the business remains compliant with all relevant regulations.
In this role:
- Take ownership of customer complaints, ensuring fair, timely, and customer‑focused outcomes
- Provide regular, clear updates to customers throughout the complaint lifecycle
- Deliver excellent customer service and efficient complaint resolution in line with regulatory and internal expectations
- Acknowledge, investigate, and respond to complaints in accordance with relevant regulations and frameworks
- Manage and embed the Complaints Management Framework across the business
- Review and maintain complaint‑related policies, procedures, and documentation
- Ensure accurate organisation and maintenance of complaint records
- Compile and submit data for FCA / RegData and other required reporting
- Identify risks, trends, root causes, and areas for improvement, escalating findings to the Compliance Manager and wider business
- Promote a positive compliance culture and support adherence to policies and procedures
- Support the Compliance Manager in ensuring ongoing regulatory compliance
- Act as a key liaison with customers, colleagues, lenders, regulators, and senior management
- Stay up to date with relevant regulations, guidance, and best practice
- Carry out ad‑hoc duties as required
Proven experience in a complaints handling role within an FCA‑regulated financial services environment
Strong knowledge of FCA regulations, particularly CONC, DISP, GDPR, and the wider regulatory framework
Understanding of consumer finance and/or general insurance, with retail experience (motor trade preferred)
Experience liaising with the Financial Ombudsman Service and preparing FCA RegData complaint returns
Ability to interpret regulatory requirements and communicate them clearly across the business
Experience compiling reports, including root cause and trend analysis, with actionable recommendations
High level of IT literacy, including producing quality reports in Excel and analysing large data sets
Strong organisational, time‑management, and workload‑prioritisation skills
Excellent written and verbal communication, attention to detail, and accuracy
Analytical, problem‑solving mindset with a proactive, pragmatic, can‑do attitude
Self‑motivated and able to promote a positive compliance culture
Knowledge of FCA Discretionary Commission Arrangements investigation and related Supreme Court case
Knowledge of Consumer Duty desirable
About us: At Marshall Motor Group, we're proud to represent over 25 leading car, van, truck and motorbike brands across more than 130 stores in England. We're also part of the Constellation Automotive Group, home to some of the most well‑known brands in the automotive industry, including webuyanycar, cinch and BCA. Our team is over 4,000 strong and receives excellent pay packages and fantastic benefits in an environment centred around integrity, respect and innovation.
We want to hear from people with a customer‑centric, can‑do attitude who are ready to drive their career – and our company – forward.
In return to your commitment to us, we will offer you:
- Career development: Succession planning, with Constellation Automotive leadership training.
- Exclusive perks: Discounts and rewards via a dedicated employee platform.
- Referral bonuses: Up to £2,000 for successful referrals.
At Marshall Motor Group, our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.
Complaints Handler in Bolton employer: Marshall Motor Group
Marshall Motor Group is an exceptional employer that prioritises employee development and a supportive work culture. With competitive salaries and comprehensive benefits, including tailored training programmes, employees are empowered to grow their careers while enjoying a dynamic and customer-centric environment in the automotive industry.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Bolton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Marshall Motor Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Marshall Motor Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Handler in Bolton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Marshall Motor Group:Your cover letter is your chance to shine! Tell us why you want to work at Marshall Motor Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Marshall Motor Group!
How to prepare for a job interview at Marshall Motor Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
