Customer Resolution Executive; Complaints Handler Customer Resolution Executive Farnborough (Hybrid Working) Long-term Opportunity About the Role We are recruiting for a Regulatory Complaints & Claims Executive to join a premium automotive brand. This is a fast-paced and highly responsible role where you will investigate, manage, and resolve complaints and claims, ensuring all cases are handled in line with regulatory requirements and internal standards. You’ll play a key role in protecting the organisation’s reputation while delivering a high-quality experience for customers and third-party partners. What You’ll Be Doing Investigate and resolve customer complaints and claims within regulatory timeframes Respond to voluntary disclosures from third-party firms Manage ongoing customer and third-party communication, including follow-ups and occasional outbound calls Ensure compliance with FCA complaint handling rules (DISP) and issue holding responses where required Track complaint and claim progress, identifying trends and risks Log and manage breaches, including carrying out root-cause analysis Support handling of FOS complaints, CCA remediation, and bulk voluntary disclosure responses Manage daily action reports and maintain accurate records Collaborate with colleagues and contribute to continuous process improvement initiatives Handle sensitive or vulnerable customer cases with professionalism and empathy About You To succeed in this role, you’ll be highly organised, analytical, and confident working in a regulated environment. You will have: Experience in customer service, complaints handling, or regulated environments (automotive or financial services preferred) Strong understanding of FCA regulations (DISP) and consumer protection principles Excellent communication and interpersonal skills Ability to prioritise workload, meet deadlines, and work independently Strong attention to detail and problem-solving ability Confident using Microsoft Office and internal systems A proactive mindset with a focus on continuous improvement ✅ Desirable: Knowledge of motor trade law or regulatory bodies What’s in It for You Opportunity to work with a globally recognised premium brand Exposure to complex regulatory and complaint-handling processes A collaborative team environment with strong support Opportunities to develop expertise in compliance, investigation, and customer experience Hybrid working and competitive benefits Why Join? This is a fantastic opportunity to work in a role that combines customer focus, analytical thinking, and regulatory compliance, where your work directly impacts customer outcomes and business integrity. ✅ Apply Now If you’re passionate about delivering excellent customer outcomes and thrive in a structured, regulated environment, we’d love to hear from you. 4782189