Complaints Resolution Handler – Car Finance Brokerage
(RELEVANT EXPERIENCE IS ESSENTIAL - PLEASE DON'T APPLY WITHOUT IT!)
New Year, New Start!
We’re looking for an experienced Complaints Resolution Handler to join our UK car finance brokerage, based in Cradley Heath, West Midlands. This role would suit someone who enjoys problem-solving, understands consumer law, and is confident working with both customers and motor dealerships.
You’ll take ownership of consumer complaints and play a key role in ensuring they’re handled fairly, transparently, and in line with the Consumer Rights Act 2015 and FCA principles.
Responsibilities
* Managing and resolving consumer complaints relating to vehicle finance, vehicle quality, and misrepresentation
* Applying the Consumer Rights Act 2015 to determine appropriate outcomes, including rejection, repair, replacement, or price reduction
* Acting as a main point of contact between consumers, dealerships, lenders, and internal teams
* Writing clear, professional responses to customers, including final response letters
* Keeping accurate complaint records and working to regulatory timescales
* Spotting trends or recurring issues and flagging these to the wider business
Supporting Tasks
* Assisting with general administrative duties, including payments where required
* Supporting due diligence checks for new dealership partners
* Providing ad-hoc support to Account Managers and the compliance function
Requirements
* Strong, hands-on experience with the Consumer Rights Act 2015 (essential)
* Experience handling complaints within car finance, automotive, or financial services
* Clear and confident communication skills, both written and verbal
* A calm, fair, and customer‑focused approach
* Well organised, with good attention to detail
Nice to Have
* Experience within a car finance brokerage or the motor trade
* Knowledge of FCA DISP rules
* Experience dealing with Financial Ombudsman Service cases
Seniority Level
* Entry level
Employment Type
* Full-time
Salary: £36,000 per annum
Office-based role in Cradley Heath, West Midlands.
Full‑time hours: 9am – 6pm, Monday to Friday
Supportive, collaborative team environment.
Opportunities to develop your knowledge of consumer law and financial services.
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