Job Description
Customer Resolution Officer
Hybrid | £26,500 - £39,000 (DOE)
Monday–Friday (Full-time) 9am – 6pm
At We Finance Any Car & We Finance Any Vans, we don’t just finance vehicles, we finance people’s journeys. As a Customer Resolution Officer, you will take full ownership of customer complaints, delivering fair, compliant and customer-focused resolutions. You will ensure every investigation meets FCA regulatory standards, Consumer Duty principles and our commitment to exceptional customer experience.
This role requires strong investigative capability, commercial awareness and emotional intelligence, balancing regulatory compliance with empathy and commercial fairness.
Key Responsibilities -
Complaint Investigation & Resolution
* Conduct full end-to-end investigations of service and vehicle quality complaints.
* Adhere to FCA DISP rules and regulatory timescales.
* Draft clear, well-reasoned Final Response Letters.
* Determine fair and reasonable outcomes, including appropriate redress.
* Maintain detailed, accurate complaint records and root cause categorisation.
Regulatory & Consumer Duty Compliance
* Apply FCA, Consumer Duty, TCF and GDPR principles throughout investigations.
* Identify and appropriately support vulnerable customers.
* Escalate potential systemic risks or policy gaps.
* Engage with FOS processes where required.
Stakeholder Management
* Liaise with dealers, lenders, brokers, engineers, auctions and internal departments.
* Negotiate repairs, contractual obligations and cost resolutions.
* Act as a professional point of contact for escalated customers.
Root Cause & Continuous Improvement
* Accurately identify complaint root causes.
* Provide structured feedback to improve processes and reduce recurring issues.
* Support broader quality and customer experience initiatives.
Performance & Standards
* Manage personal caseload effectively.
* Deliver against SLAs, KPIs and quality standards.
* Maintain professional, consistent written and verbal communication.
* Contribute to coaching culture by sharing best practices.
Essential Experience & Knowledge -
* Minimum 2 years’ complaint handling experience in an FCA-regulated environment.
* Strong knowledge of FCA DISP rules and Financial Ombudsman Service processes.
* Working understanding of Consumer Duty and TCF principles.
* Experience managing complex investigations end-to-end.
* Proven ability to draft high-quality, defensible Final Response Letters.
* Experience identifying root causes
Desirable -
* Experience within motor finance or automotive sector.
* Knowledge of dealer aftersales repair processes.
* Experience handling vehicle quality disputes.
* Previous exposure to FOS case reviews.
Skills & Competencies -
* Strong analytical and forensic investigation skills.
* Excellent written communication (clear, structured, compliant).
* Confident negotiator with commercial awareness.
* Empathy and emotional intelligence.
* Ability to manage challenging conversations calmly.
* Strong organisational skills and deadline management.
* High attention to detail.
* Self-motivated and accountable.