Complaints Specialist (Claims-Focused)
📍 Manchester City Centre | £30,000 – £34,000 DOE
Our client is a fast-growing Claims Management Company (CMC) specialising in mis-sold car finance claims 🚗
With demand continuing to rise, they’re expanding their operations team and are now hiring an experienced Complaints Specialist to play a key role in managing complex cases, ensuring regulatory compliance, and supporting high-quality customer outcomes.
This is a pivotal position within the business, ideal for someone who thrives in a fast-paced environment, has strong complaints handling experience, and takes pride in doing things the right way 👇
🔑 The Role
You’ll be responsible for overseeing complex claims and complaints, ensuring cases are handled fairly, efficiently, and in line with FCA and DISP requirements.
Acting as a key escalation point, you’ll work closely with internal teams and leadership to maintain high standards, improve processes, and support the business as it scales.
Key Responsibilities:
📞 Claims & Complaints Handling
• Managing complex client queries and escalated complaints
• Ensuring all complaints are handled fairly, professionally, and in line with DISP
• Liaising with lenders and third parties to progress claims effectively
• Monitoring turnaround times and maintaining strong service levels
• Handling inbound queries with confidence and professionalism
📝 Compliance & FCA Standards
• Ensuring all processes align with FCA expectations and internal controls
• Maintaining high standards of data accuracy, confidentiality, and audit readiness
• Identifying risks, trends, and potential compliance issues early
• Supporting regulatory reporting and documentation where required
⚙️ Process Improvement & Operations
• Identifying inefficiencies and suggesting improvements to workflows
• Supporting management with insights on case trends and performance
• Contributing to the continuous improvement of the claims function
🔍 What We’re Looking For
• Strong experience in claims management and complaints handling
• Solid understanding of FCA regulation and the DISP framework
• Highly organised, detail-focused, and process-driven
• Confident communicator with clients, lenders, and stakeholders
• Comfortable working in a fast-paced, regulated environment
🌟 Why Join?
• Fast-growing, reputable CMC brand 📈
• A key role with real influence across compliance and operations
• Supportive, ambitious team culture 🤍
• Manchester city-centre office 🏙️
• Monday–Friday role (no late nights, no weekends) 🙌
• Opportunity to shape processes within a scaling business
If you’re an experienced complaints or compliance professional looking to step into a role with real impact, we’d love to hear from you.
📩 Drop me a message / apply now 👇