Complaints Handler

Complaints Handler

Warrington Full-Time 22800 - 34200 ÂŁ / year (est.) No home office possible
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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 ÂŁ28,500 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' experience in complaints handling and strong communication skills required.
  • Other info: No weekend work; enjoy a supportive and inclusive workplace culture.

The predicted salary is between 22800 - 34200 ÂŁ per year.

Complaints Handler

Salary – ÂŁ28,500 basic

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.

Behind taking a mortgage, buying a car is likely to be the second biggest purchase we make, and we know that our customers rely on their cars to get to work, take their children to school, take elderly relatives out at the weekend, the list goes on.

We have always said, if we were to achieve our purpose of bringing simplicity and transparency to supporting hundreds of thousands of customers into cars, this would only be half of the story.

From our very beginnings, we have always known that we were creating something special at Zuto; redefining what success looks like and leaving a legacy that we could all be proud of.

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

· As a Complaints Handler, you will be given thorough FCA/Compliance training to ensure you are fully knowledgeable on our in-house systems and provide the best advice through their customer journey.

· 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 – you’ll be responsible for choosing the right option

· Create accurate records ensuring all elements of the complaints are logged.

· To be a champion of excellent customer service, be that directed at customer, lender, or dealer

· To fully embrace “Treating Customers Fairly” and conduct business in a manner which conforms to this

· Summarise all evidence of investigation in relation to customer complaints to be supplied to both customers & lender.

· 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. to obtain information to investigate a complaint thoroughly

· Negotiation with dealers in relations to costs, repairs, and contractual obligations

· Calculating appropriate reduced return of advance (ROA) payments and negotiating with suppliers to reach an agreed value

· Required to keep abreast of changes in Legislation, industry changes, Manufacturer’s recalls, changes in MOT regulations and any other policies that effect the complaints procedures

· You must 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 complaints role

· An understanding of the legislation that governs the business and being able to see how that impacts on 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

Zuto is an exceptional employer, recognised as one of the UK's Top 25 Best Large Companies to Work For, offering a vibrant work culture that prioritises employee growth and well-being. As a Complaints Handler in Manchester, you will benefit from a clear progression path, award-winning training, and a supportive environment that values teamwork and celebrates success through regular social events and community engagement initiatives. With competitive salary packages, generous holiday allowances, and a commitment to treating customers fairly, Zuto provides a meaningful and rewarding workplace for those looking to make a difference.
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Contact Detail:

Zuto 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 the interview process.

✨Tip Number 2

Brush up on your negotiation skills. As a Complaints Handler, you'll need to negotiate with dealers and suppliers, so showcasing your ability to handle tough conversations can set you apart from other candidates.

✨Tip Number 3

Prepare examples of complex complaints you've managed in the past. Being able to discuss specific situations where you've successfully resolved issues will highlight your experience and problem-solving abilities.

✨Tip Number 4

Showcase your empathy and customer service skills. Zuto values treating customers fairly, so be ready to discuss how you've handled complaints with compassion and understanding in previous roles.

We think you need these skills to ace Complaints Handler

Empathy
Complaint Management
FCA Regulations Knowledge
Excellent Written Communication
Excellent Verbal Communication
Problem-Solving Skills
Attention to Detail
Organisational Skills
Negotiation Skills
Influencing Skills
Ability to Work Under Pressure
Time Management
Root Cause Analysis
Customer Service Excellence
Understanding of Financial Ombudsman Service

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in handling complaints, particularly complex ones. Use specific examples that demonstrate your problem-solving skills and understanding of FCA regulations.

Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your commitment to treating customers fairly. Mention how your previous experiences align with Zuto's values and the role of a Complaints Handler.

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 outcomes to customers in past roles.

Highlight Relevant Training: If you have any training or certifications related to complaints handling or FCA compliance, be sure to mention these in your application. This will show your commitment to professional development and your readiness for the role.

How to prepare for a job interview at Zuto

✨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. Being able to discuss these topics confidently will show that you understand the legal framework surrounding complaints handling, which is crucial for the role.

✨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 essential for this role. Practice articulating your thoughts clearly and concisely, and be ready to provide examples of how you've effectively communicated with customers and colleagues in previous roles.

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