Do you excel at resolving issues and building strong customer relationships? Join a leading specialist automotive finance lender as a Complaints Specialist.
The Role
You’ll manage the full complaints process—acknowledging, investigating, and resolving cases fairly and efficiently to deliver positive outcomes.
Key Responsibilities
* Handle complaints via phone, email, and written correspondence with empathy and professionalism.
* Investigate thoroughly, liaising with internal teams and external partners.
* Provide clear, fair resolutions in line with FCA, DISP, and CRA regulations.
* Maintain accurate records and keep customers updated throughout.
* Identify root causes, report trends, and suggest process improvements.
* Escalate complex cases to management when needed.
About You
* Strong communicator with excellent written and verbal skills.
* Detail-oriented problem solver with investigative ability.
* Organized, resilient, and able to meet deadlines under pressure.
* Skilled in MS Office and CRM systems.
* Compassionate and adaptable, especially with vulnerable customers.