Complaints Handler

Complaints Handler | Manchester | Hybrid Working | £30,000 - £34,000 DOE We Finance Any Car | We Finance Any Vans Manchester Was Just the Beginning.. 12 months ago, we opened our Manchester operation with ambitious plans. Fast forward 1 year.. We've grown faster than we imagined. So much so, we're moving into our brand-new Manchester headquarters this August - increasing our office space by almost seven times as we prepare for the next stage of our journey. This isn't just another office move. It's a statement of intent. We're building one of the UK's most exciting motor finance businesses, creating an environment where talented people can build long-term careers, influence the future of the business and enjoy the journey as we continue to grow. If you're looking for another job.. This probably isn't it. If you're looking to join a business that's genuinely going places, and wants you to grow with it - we'd love to hear from you. Why Join Us? ✨ Brand new Manchester HQ opening this August One of the fastest-growing motor finance brokers in the UK A culture where ideas are listened to and people genuinely matter Real career progression as we continue to scale High-performance environment with support, coaching and recognition A healthy work-life balance because great people perform best when they're looked after The Opportunity As a Customer Resolution Officer, you'll play a vital role in protecting our reputation and ensuring every customer receives a fair, transparent and professional outcome. You'll take ownership of complex complaints, work collaboratively across the business and help us continually improve the experience we deliver. This is a role where your judgement, professionalism and customer focus genuinely make a difference. What You'll Be Doing Managing customer complaints from initial investigation through to final resolution Delivering fair and compliant outcomes aligned to FCA DISP and Consumer Duty Producing high-quality Final Response Letters Liaising with customers, dealers, lenders and third parties to gather evidence Negotiating appropriate resolutions where required Identifying and supporting vulnerable customers Analysing complaint trends and recommending process improvements Managing your own caseload whilst maintaining exceptional quality standards What We're Looking For Minimum two years' complaints handling experience within an FCA-regulated environment Strong understanding of FCA DISP and Financial Ombudsman Service processes Excellent investigative and decision-making skills Outstanding written and verbal communication Strong organisational skills with excellent attention to detail Calm, resilient and solutions-focused Passionate about delivering fair customer outcomes Motor finance experience is advantageous but not essential What You'll Get Competitive salary Hybrid working Structured onboarding and continuous development Clear career progression as the business grows Coaching from experienced leaders Recognition and reward programmes Increasing annual leave with length of service Modern offices with excellent facilities A genuine opportunity to help shape the future of the business More Than a Job We're building something we're incredibly proud of. Our new Manchester headquarters represents much more than extra desks - it represents our belief that great businesses are built by great people. As we continue to grow, we'll continue investing in our people, creating opportunities to develop new skills, take on greater responsibility and build rewarding careers. If you'd like to be part of the next chapter, we'd love to meet you. Apply today and grow with us.