Complaints Case Handler – Group 1 Milton Keynes Drive exceptional customer experiences with world-class brands. The Complaints Case Handler plays a key role in delivering great customer experiences by professionally managing and resolving general customer complaints. As a main point of contact, you'll investigate concerns, work closely with internal teams, and provide fair, timely resolutions in line with company policies. You'll also respond to online reviews - helping to build trust and strengthen Group 1 Automotive’s reputation across digital platforms. This role calls for strong communication, empathy, and problem-solving skills to support customers while also spotting trends in feedback that can improve how we do things and help prevent future issues. What we can offer you Enjoy 33 days of annual leave (including bank holidays) to rest and recharge Save money every day with our exclusive retail discounts Drive a great deal with discounts on new and used cars, plus servicing offers Plan for the years ahead with our company pension scheme Balance home and work with our industry-leading family-friendly policies designed to help you spend more time with the people that matter Commute for less with our cycle-to-work scheme Prioritise your wellbeing with dedicated support for you and your family 24/7 access to healthcare professionals, ensuring you get the expert advice you need quickly and easily Make a difference with a paid day to volunteer in your community Invest in your future with our company share purchase plan Earn financial rewards when you refer a friend to join the team Keep learning and growing with our training and development opportunities for everyone. Life assurance with the option to increase cover We’re open to flexible working options – just ask What you’ll do day to day Investigate, assess, and resolve customer complaints in line with company policy and service standards Respond to online reviews across platforms such as Google, Trustpilot, and social media to engage with customers and help improve our online reputation Provide fair, timely, and customer-centric resolutions, focusing on service recovery and long-term loyalty Identify trends and root causes of complaints, recommending process improvements to reduce future issues Work closely with internal departments (sales, service, parts, and customer service) to gather necessary information and implement resolutions Maintain accurate records of complaints, actions taken, and resolutions for internal insight and team learning Contribute to refining complaint-handling processes to enhance customer experience and operational efficiency Helpful Skills and Qualifications Don’t worry about ticking off every single skill here − if you care about delivering great experiences as much as we do, we want to hear from you. Previous experience in general complaint handling, customer service, or dispute resolution, ideally in automotive, retail, or hospitality Strong written and verbal communication skills, with the ability to manage difficult conversations with professionalism and empathy Confidence using digital platforms to respond to online feedback in a clear, brand-aligned tone Excellent time management, decision-making, and organisation skills A customer-first mindset with a proactive approach to solving problems Understanding of consumer rights and general industry standards is helpful (but not essential) We value diversity and believe it strengthens our team. If you don’t meet every requirement listed but are enthusiastic about this role and eager to learn, we encourage you to apply. Be part of something big Group 1 Automotive is on an exciting growth journey. We are home to over 7000 colleagues dedicated to providing exceptional customer service, with 114 dealerships in the UK, representing 21 brands at the forefront of automotive retail. But you don’t need to love cars to work with us - just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people. Our Values At Group 1 Automotive we pride ourselves on our five core values that are incorporated in all we that do.