Customer Resolution Professional (Motor Finance)
Location: Solihull - Hybrid
Full-time | Permanent
Department: Customer Operations (Motor Finance)
Reports to: Customer Resolution Team Leader - Motor Finance
Are you ready to own your role and make a difference in customers' lives?
Join a team that's bold, positive, and takes real ownership - where your contribution is valued, your development is supported, and customers are at the heart of everything we do.
We're looking for a Customer Resolution Professional to join our growing Motor Finance complaints team. In this role, you'll be the voice of our customers - delivering fair, tailored resolutions that reflect both regulatory requirements and individual customer needs.
What you'll be doing:
Investigating and resolving customer complaints related to Motor Finance, including Satisfactory Quality and Discretionary Commission Arrangement (DCA) claims
Working within the framework of FCA regulations, including DISP, Consumer Credit Act, and Consumer Duty
Ensuring all outcomes are fair, empathetic, and compliant - always putting the customer first
Keeping on top of evolving industry guidance and complaint-handling best practices
Collaborating across teams and contributing ideas to help improve the overall customer experience
Confidently handling written and verbal communications with customers and stakeholders
Using digital platforms to update customer records and manage case files accurately
We're looking for someone who:
Has strong complaints handling experience, ideally within Motor Finance or financial services
Understands FCA regulations, DISP, and has an appreciation for Consumer Duty and Conduct Risk
Is empathetic, articulate, and customer-obsessed - especially in difficult conversations
Brings excellent analytical and communication skills, with attention to detail and sound judgment
Is tech-savvy and comfortable working across digital platforms and case management systems
Is proactive, takes ownership, and loves to learn
What you'll need:
Essential:
Complaint handling experience (ideally regulated)
Understanding of FCA or other financial regulatory requirements
GCSE or equivalent qualifications
Strong verbal and written communication skills
Desirable:
Knowledge of the Motor Finance sector
Familiarity with TEXAS (vulnerability framework)
Proficiency in digital tools and complaints systems
Experience dealing with Satisfactory Quality or DCA complaints
Ready to apply?
Take the driver's seat in your career. Click Apply Now and let's start the conversation.
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