The Case Handler is responsible for managing customer complaints from initial assignment through to final resolution, ensuring outcomes are fair, timely, and aligned with regulatory expectations. The role requires a multi-skilled and strategic operator who can manage a broad range of complaint types while balancing customer outcomes, business cost, and compliance.
£28,000 - £30,000 (DOE)
Monday - Friday no weekends.
Key Responsibilities
* Take full ownership of complaints from allocation through to closure
* Manage customer and dealer communication, including difficult conversations
* Conduct thorough investigations using internal and external systems
* Apply a strategic approach balancing cost, customer impact, and risk
* Work with internal master technicians to assess repair options and costs
* Manage logistics including vehicle transportation and inspections
* Produce high-quality written communication and final response letters
* Ensure all complaints are handled within FCA DISP timeframes
Ways of Working
* Own and manage a personal case pipeline from oldest to newest
* Maintain proactive case progression with no delays
* Apply strategic thinking to each complaint
* Balance customer outcomes with cost control
About You
1. Strong customer service and rapport building
2. Confident handling dif...