At a Glance
- Tasks: Investigate and resolve customer complaints with fairness and thoroughness.
- Company: Join Mis-Sold Expert, a fast-growing business in a regulated sector.
- Benefits: Competitive salary, city-centre office, and opportunities for professional growth.
- Other info: Work Monday to Friday and collaborate with compliance and operational teams.
- Why this job: Take ownership of complaints and make a real difference for customers.
- Qualifications: Experience in complaint handling within regulated environments is essential.
The predicted salary is between 38250 - 46750 £ per year.
Mis-Sold Expert is looking for an experienced Complaint Handler to investigate and resolve customer complaints fairly, thoroughly and in line with FCA requirements. This is a hands-on complaints role requiring someone who can take full ownership of a complaint from initial receipt through to final resolution.
You'll complete detailed investigations, review customer accounts, correspondence, call recordings and supporting evidence, reach fair and evidence-based decisions and produce clear, well-reasoned Final Response Letters. We're particularly interested in people who have worked within banking, financial services, insurance, regulated legal services or another highly regulated environment. Previous car finance experience isn't essential.
The Role
- Manage your own caseload of complaints from acknowledgement through to resolution, ensuring each case is investigated thoroughly and handled within FCA, DISP and internal timescales.
- Be confident interpreting sometimes complex information, identifying what has happened and making an impartial decision as to whether a complaint should be upheld, partially upheld or not upheld.
- A significant part of the role is written communication, so we're looking for someone with strong complaint letter-writing experience who is comfortable producing detailed Final Response Letters.
Key Responsibilities
- Manage a caseload of customer complaints from acknowledgement through to final resolution.
- Complete thorough, fair and impartial investigations into customer concerns.
- Review call recordings, emails, system notes, customer accounts, documents and other supporting evidence.
- Draft clear, accurate and well-reasoned Final Response Letters.
- Ensure complaints are acknowledged, investigated and resolved within FCA/DISP and internal complaint-handling timescales.
- Make evidence-based decisions regarding whether complaints should be upheld, partially upheld or not upheld.
- Consider appropriate remedial action or goodwill gestures where required.
- Identify the root cause of complaints and highlight recurring issues, risks or process failures.
- Handle referrals from the Financial Ombudsman Service, providing complete case files and supporting evidence.
- Communicate professionally with customers, including those who may be vulnerable, distressed or dissatisfied.
- Work closely with Compliance, Quality Assurance and operational teams.
- Maintain comprehensive and accurate complaint records, investigation notes and audit trails.
- Provide feedback to relevant departments to help improve processes and customer outcomes.
- Identify complaint trends and contribute to management information and root-cause reporting.
What We're Looking For
- Previous hands-on complaint handling experience within a highly regulated environment.
- Experience managing complaints from initial receipt through to final resolution.
- Strong experience drafting detailed Final Response Letters.
- Good working knowledge of FCA complaint-handling requirements, DISP rules and regulatory timescales.
- Strong investigation and decision-making skills.
- Experience reviewing evidence including call recordings, correspondence, system notes and documentation.
- Ability to reach fair, objective and evidence-based complaint outcomes.
- Excellent written communication skills with exceptional attention to detail.
- Confident handling challenging conversations and difficult customer situations.
- Able to demonstrate empathy while remaining objective and professional.
- Strong organisational skills with the ability to manage a busy caseload and competing regulatory deadlines.
- Experience dealing with Financial Ombudsman Service referrals would be advantageous.
- Experience within banking, financial services, insurance, regulated legal services or another FCA-regulated environment would be particularly desirable. You do not need previous car finance experience.
Why Mis-Sold Expert?
- Competitive salary of £30,000–£33,000 DOE.
- Join a fast-growing business within a highly regulated sector.
- A role where you'll have genuine ownership of complaints and customer outcomes.
- Opportunity to work closely with Compliance, QA and operational leadership.
- Manchester city-centre office.
- Monday–Friday working.
- Opportunity to develop as the business continues to scale.
If you're an experienced Complaint Handler who knows how to investigate a case properly, work to FCA timescales and produce a strong Final Response Letter, we'd love to hear from you.
Complaints Handler in Manchester employer: Mis-sold Expert
At Mis-sold Expert, we pride ourselves on being an exceptional employer in the heart of Manchester, offering a vibrant and modern office environment that fosters collaboration and innovation. Our commitment to employee growth is evident through our rapid scaling and the real opportunities for progression within our dynamic team, making a meaningful impact in the mis-sold car finance industry. Join us to be part of a forward-thinking company that values talent and rewards hard work with competitive salaries and a supportive culture.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Manchester
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
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Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Mis-sold Expert. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Complaints Handler in Manchester
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Mis-sold Expert.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Mis-sold Expert's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Mis-sold Expert
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Mis-sold Expert.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Mis-sold Expert will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Mis-sold Expert employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
