Customer Resolution Executive
Farnborough (Hybrid Working)
Long-term Opportunity
About the Role
We are recruiting for a Regulatoryplaints & Claims Executive to join a premium automotive brand. This is a fast-paced and highly responsible role where you will investigate, manage, and resolveplaints 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 customerplaints and claims within regulatory timeframes
Respond to voluntary disclosures from third-party firms
Manage ongoing customer and third-partymunication, including follow-ups and occasional outbound calls
Ensurepliance with FCAplaint handling rules (DISP) and issue holding responses where required
Trackplaint and claim progress, identifying trends and risks
Log and manage breaches, including carrying out root-cause analysis
Support handling of FOSplaints, 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,plaints handling, or regulated environments (automotive or financial services preferred)
Strong understanding of FCA regulations (DISP) and consumer protection principles
Excellentmunication 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 toplex regulatory andplaint-handling processes
A collaborative team environment with strong support
Opportunities to develop expertise inpliance, investigation, and customer experience
Hybrid working andpetitive benefits
Why Join?
This is a fantastic opportunity to work in a role thatbines customer focus, analytical thinking, and regulatorypliance, where your work directly impacts customer oues and business integrity.
Apply Now
If you’re passionate about delivering excellent customer oues and thrive in a structured, regulated environment, we’d love to hear from you.
#4782189 - Declan Sassman