Department - Compliance, Legal & Business Operations
Why Choose Saxtons?
Step into a rewarding career with Saxtons, recognised as one of the Best Places to Work in 2024! As Europe's largest 4x4 dealer, we pride ourselves on creating a vibrant and supportive work environment where your skills can shine. This isn't just a job; it's your pathway to a fulfilling career where you can truly thrive!
Experienced motor trade complaints professional required. This is not an entry-level legal or graduate position. Applicants must have practical experience handling escalated customer complaints and disputes, with a working knowledge of the Consumer Rights Act 2015, Sale of Goods legislation, FCA requirements and Consumer Duty
Role Overview
Play key role in protecting and enhancing Saxtons' reputation for exceptional customer service while ensuring the business operates in line with relevant legal and regulatory requirements.
This role combines customer resolution with paralegal-level and legal support. The successful candidate will act as point of contact for complex customer matters, including disputes, regulatory complaints and small claims cases.
The role requires a commercially aware, solutions-focused and highly organised individual who can confidently manage complex situations, communicate professionally with customers and stakeholders, and ensure issues are handled efficiently and fairly.
Key Responsibilities
Customer Resolutions
- Act as the point of contact for escalated customer concerns and complex aftersales matters
- Manage cases from initial escalation through to final resolution, ensuring fair, professional and timely outcomes
- Investigate disputes by reviewing documentation, gathering evidence and liaising with customers and internal departments
- Support the business in resolving issues before they escape into formal disputes, regulatory complaints or legal action
- Ensure complaints are recorded, acknowledged and handled in line with company procedures and regulatory expectations
- Work alongside the customer service team to manage and resolve high-level or sensitive customer cases
Legal & Regulatory Support
- Provide support on legal and regulatory matters relating to consumer rights, finance agreements and compliance obligations
- Assist with disputes, preparing documentation, evidence packs and correspondence
- Prepare and distribute formal correspondence including complaint responses, legal notices and regulatory responses
- Maintain organised and confidential records of legal documentation, investigations and complaint files
- Support the business in ensuring compliance with relevant FCA regulations and consumer protection legislation
Person Specification
Experience
- Experience handling customer complaints, disputes or case management
- Experience working in a legal, regulatory, compliance or paralegal role
- Familiarity with small claims processes or dispute resolution
Knowledge
- Understanding of consumer protection legislation
- Knowledge of FCA regulations and compliance requirements
- Awareness of regulatory obligations within vehicle sales and finance
Skills
- Strong problem-solving skills
- Excellent written and verbal communication
- High attention to detail and strong administrative skills
- Professional, calm and confident approach
Work Location: In person
Benefits
- Company pension
- Health & wellbeing programme
- Referral programme
Ability to commute/relocate
- Chelmsford CM1: reliably commute or plan to relocate before starting work (required)
Experience
- Legal case management: 1 year (preferred)
Work Location: In person
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Automotive Legal Specialist in Chelmsford employer: Saxtons Limited
Saxtons is an exceptional employer, offering a modern and high-tech workshop environment where luxury vehicle technicians can thrive. With a strong focus on employee development, we provide comprehensive training and clear career progression opportunities, alongside a supportive work culture that values quality and safety. Join our award-winning team and enjoy competitive benefits, including a pension scheme, as you advance your skills in the automotive industry.
