At a Glance
- Tasks: Manage complex claims and complaints while ensuring compliance with regulations.
- Company: Fast-growing Claims Management Company in Manchester City Centre.
- Benefits: Competitive salary, supportive team culture, and no late nights or weekends.
- Other info: Opportunity to shape processes in a scaling business.
- Why this job: Join a pivotal role that influences compliance and operations in a dynamic environment.
- Qualifications: Experience in claims management and strong complaints handling skills required.
The predicted salary is between 30000 - 34000 € per year.
Our client is a fast-growing Claims Management Company (CMC) specialising in mis-sold car finance claims. With demand continuing to rise, they’re expanding their operations team and are now hiring an experienced Complaints Specialist to play a key role in managing complex cases, ensuring regulatory compliance, and supporting high-quality customer outcomes.
This is a pivotal position within the business, ideal for someone who thrives in a fast-paced environment, has strong complaints handling experience, and takes pride in doing things the right way.
The Role
You’ll be responsible for overseeing complex claims and complaints, ensuring cases are handled fairly, efficiently, and in line with FCA and DISP requirements. Acting as a key escalation point, you’ll work closely with internal teams and leadership to maintain high standards, improve processes, and support the business as it scales.
Key Responsibilities:
- Managing complex client queries and escalated complaints
- Ensuring all complaints are handled fairly, professionally, and in line with DISP
- Liaising with lenders and third parties to progress claims effectively
- Monitoring turnaround times and maintaining strong service levels
- Handling inbound queries with confidence and professionalism
Compliance & FCA Standards
- Ensuring all processes align with FCA expectations and internal controls
- Maintaining high standards of data accuracy, confidentiality, and audit readiness
- Identifying risks, trends, and potential compliance issues early
- Supporting regulatory reporting and documentation where required
Process Improvement & Operations
- Identifying inefficiencies and suggesting improvements to workflows
- Supporting management with insights on case trends and performance
- Contributing to the continuous improvement of the claims function
What We’re Looking For
- Strong experience in claims management and complaints handling
- Solid understanding of FCA regulation and the DISP framework
- Highly organised, detail-focused, and process-driven
- Confident communicator with clients, lenders, and stakeholders
- Comfortable working in a fast-paced, regulated environment
Why Join?
- Fast-growing, reputable CMC brand
- A key role with real influence across compliance and operations
- Supportive, ambitious team culture
- Manchester city-centre office
- Monday–Friday role (no late nights, no weekends)
- Opportunity to shape processes within a scaling business
If you’re an experienced complaints or compliance professional looking to step into a role with real impact, we’d love to hear from you.
Complaints Handler in Manchester employer: Turtl. Agency
Join a fast-growing Claims Management Company in the heart of Manchester, where you will play a crucial role as a Complaints Specialist. Enjoy a supportive and ambitious team culture, with opportunities for professional growth and the chance to influence compliance and operational processes. With a Monday to Friday schedule and no late nights or weekends, this is an excellent opportunity for those seeking meaningful and rewarding employment in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the lookout for a Complaints Handler role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common complaints handling scenarios. Think about how you’d manage complex client queries or escalate issues effectively. The more prepared you are, the more confident you’ll feel when it’s time to shine!
✨Tip Number 3
Showcase your skills! When you get the chance to chat with potential employers, highlight your experience with FCA regulations and your knack for improving processes. Make sure they see you as the go-to person for handling complaints efficiently.
✨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 take that extra step to connect with us directly.
We think you need these skills to ace Complaints Handler in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in complaints handling and claims management. Use keywords from the job description to show that you’re a perfect fit for the role.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share specific examples of how you've managed complex cases and improved processes in previous roles. Show us why you're passionate about compliance and customer outcomes.
Showcase Your Communication Skills:As a Complaints Handler, strong communication is key. In your application, highlight instances where you've effectively liaised with clients and stakeholders, demonstrating your ability to handle queries with confidence.
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 don’t miss out on any important updates during the process!
How to prepare for a job interview at Turtl. Agency
✨Know Your Regulations
Familiarise yourself with FCA regulations and the DISP framework before the interview. Being able to discuss how these apply to complaints handling will show that you’re not just experienced, but also knowledgeable about the industry standards.
✨Showcase Your Experience
Prepare specific examples from your past roles where you successfully managed complex complaints or claims. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving skills.
✨Demonstrate Your Communication Skills
As a Complaints Handler, clear communication is key. Practice articulating your thoughts clearly and confidently. You might even want to role-play common scenarios with a friend to get comfortable with handling difficult conversations.
✨Be Process-Oriented
Think about how you can contribute to process improvements in the role. Be ready to discuss any inefficiencies you've identified in previous positions and how you suggested changes. This shows that you’re proactive and focused on continuous improvement.
