1. Private Equity Growth Business
2. Central Manager offices
About Our Client
The business is a fast-growing, FCA-regulated organisation operating within the automotive finance space, with a strong performance-led contact centre environment. It combines commercial focus with a genuine commitment to customer outcomes, continuous improvement and doing the right thing in a highly regulated setting.
Job Description
As Complaints & Aftersales Manager, you'll take ownership of the most complex, sensitive and high-risk customer cases, acting as the final escalation point while driving improvements across the wider Aftersales and Customer Care operation.You'll work closely with dealerships, lenders and internal commercial stakeholders, balancing fair customer outcomes with cost control and regulatory compliance.This is not a volume-driven complaints role - it's about judgement, leadership, influence and continuous improvement.What You'll Be Doing
3. Leading the handling of complex, high-risk and escalated customer complaints as the final decision-maker
4. Managing high-value and sensitive cases involving customers, dealerships and lenders
5. Driving cost-reduction initiatives across Aftersales and Customer Care without compromising customer outcomes
6. Working closely with lenders and commercial stakeholders to challenge costs and agree fair, sustainable resolutions
7. Building and maintaining strong relationships with dealerships and third-party partners
8. Ensuring full compliance with FCA regulations and Consumer Duty requirements
9. Identifying complaint trends, root causes and operational risks, implementing preventative improvements
10. Producing clear reporting, insight and recommendations for senior stakeholders
11. Leading, motivating and developing the Aftersales team, delegating effectively and supporting progression
12. Championing continuous improvement across customer experience, operational efficiency and compliance
The Successful Applicant
We're looking for a committed, commercially minded leader who is comfortable operating independently and influencing at senior level.
13. At least a few years' experience in an FCA-regulated Aftersales or Complaints environment
14. Strong automotive sector knowledge, including business relationships, repairs and post-sale processes
15. A solid understanding of FCA regulation, Consumer Duty and complaints best practice
16. A commercial, cost-conscious mindset with the confidence to challenge constructively
17. Excellent stakeholder management and negotiation skills
18. Proven leadership experience, with the ability to motivate, develop and retain high-performing teams
19. Strong analytical capability, using data and insight to drive operational improvement
Working hours for this role will be 9am - 6pm Monday to Friday in Central Manchester.
What's on Offer
20. Salary up to £50,000
21. Monday to Friday only - no weekends
22. Stunning, modern offices with a full-time, office-based environment
23. A true leadership role with real responsibility and ownership
24. Clear career progression within a growing, regulated organisation
25. Strong investment in training and development
26. Volunteer days to support causes that matter to you
27. Free drinks in the office
28. Excellent company-wide benefits, including family-friendly support
29. A second-to-none culture built on trust, performance and doing the right thing