Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Handle customer complaints with empathy and provide solutions while ensuring compliance.
- Company: Join Zuto, a top-rated company transforming car finance since 2006.
- Benefits: Enjoy £28,500 salary, 28 days holiday, and exciting team events.
- Why this job: Be part of a passionate team making a real impact in customers' lives.
- Qualifications: 2 years in a customer-facing complaints role with strong communication skills required.
- Other info: No weekend work; enjoy a supportive and inclusive workplace culture.
The predicted salary is between 22800 - 34200 £ per year.
Salary - £28,500
Location – Manchester
No weekend work, 9am-6pm Monday to Friday
Why Zuto?
The UK's Top 25 Best Large Companies to Work For. Join our team of passionate Zutonites and help transform the car finance experience with simplicity and integrity. Our journey began in 2006, and we’re thrilled to have achieved significant milestones along the way. However, we’re not resting just yet. We’re continuously striving to reach new heights and achieve even greater successes with our team of over 450 Zutonites.
Benefits of being a Complaints Handler at Zuto:
- £28,500
- Clear progression throughout the business
- Award winning Induction training and development from our ISM accredited training programme
- Thorough FCA/Compliance training
- 28 days holidays including bank holidays, plus an extra day off for your birthday
- Award dinners, regular social events, and team nights out to celebrate success
- An additional day available to take to support local charities
- Cycle to work scheme, discounted retail outlets and hospitality venues
- Income protection and financial advice
The Role:
- Investigate and respond to escalated non-regulated vehicle quality complaints in line with FCA regulations, being always empathetic
- Record and input complaints into our CMS
- Feedback to other areas of the business on the causes of complaints, making recommendations to mitigate any future risks
- Inform customers of the outcome of their complaints over the phone and in writing, explaining your decision and their options
- If appropriate, decide on the level of compensation to be awarded
- Create accurate records ensuring all elements of the complaints are logged
- Champion excellent customer service
- Embrace “Treating Customers Fairly”
- Summarise all evidence of investigation in relation to customer complaints
- Proactively seek to improve your own skills
- Work closely with training and call quality teams
- Develop reporting procedures and provide root cause analysis information
- Liaise with internal departments, dealers, lenders, mechanical engineers etc.
- Negotiate with dealers in relation to costs, repairs, and contractual obligations
- Calculate appropriate reduced return of advance (ROA) payments
- Keep abreast of changes in Legislation, industry changes, Manufacturer’s recalls, changes in MOT regulations
- Adhere to the FCA Conduct rules
What we’re looking for:
- Evidence of working in a complaint’s role, managing complex complaints
- Minimum 2 years’ experience in a customer facing complaints role
- An understanding of the legislation that governs the business
- Excellent written and verbal communication skills
- Problem-solving skills, a keen eye for detail and the ability to review evidence objectively
- Strong organisational skills, with the ability to plan and prioritise your own workload
- An understanding of FCA regulations and a working knowledge of the Financial Ombudsman Service
- Negotiation and influencing skills
- Able to work under pressure and to meet deadlines
- Confident, and if necessary, authoritative on the phone
Zuto is committed to nurturing a progressive and inclusive culture and provides equal employment opportunities. No applicant or Zutonite is discriminated against based on age, disability, gender reassignment, marriage and civil partnership, pregnancy, race, religion or belief, sex, or sexual orientation.
Complaints Handler employer: ZUTO HOLDINGS LIMITED
Contact Detail:
ZUTO HOLDINGS LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Familiarise yourself with FCA regulations and the Financial Ombudsman Service. Understanding these will not only help you in the role but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've successfully managed complex complaints in the past. This will highlight your ability to handle challenging situations effectively.
✨Tip Number 3
Practice your communication skills, especially over the phone. Since you'll be informing customers about their complaints, being clear and empathetic is crucial. Role-playing scenarios can be a great way to prepare.
✨Tip Number 4
Research Zuto's company culture and values. Being able to align your personal values with theirs during the interview will show that you're a good fit for their team of passionate Zutonites.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in handling complaints, particularly in customer-facing roles. Use specific examples that demonstrate your problem-solving skills and ability to manage complex situations.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of FCA regulations. Mention why you want to work at Zuto and how your values align with their mission of simplicity and integrity.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure your application is free from errors and clearly articulates your thoughts. Consider including examples of how you've effectively communicated with customers in the past.
Highlight Relevant Training: If you have any training or certifications related to complaints handling or customer service, be sure to mention them. This could include FCA/Compliance training or any other relevant qualifications that would make you a strong candidate.
How to prepare for a job interview at ZUTO HOLDINGS LIMITED
✨Show Empathy
As a Complaints Handler, empathy is key. During the interview, demonstrate your ability to understand and relate to customer frustrations. Share examples of how you've handled complaints in the past with compassion and understanding.
✨Know Your Regulations
Familiarise yourself with FCA regulations and the Financial Ombudsman Service. Be prepared to discuss how these regulations impact complaint handling and ensure you can articulate your understanding clearly during the interview.
✨Highlight Problem-Solving Skills
Prepare to discuss specific instances where you've successfully resolved complex complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving abilities.
✨Demonstrate Strong Communication
Excellent written and verbal communication skills are crucial for this role. Practice articulating your thoughts clearly and concisely. You might even want to prepare a brief explanation of a past complaint resolution to showcase your communication style.
