Customer Resolution Professional (Motor Finance) Location: Solihull - Hybrid Full-time | Permanent Department: Customer Operations (Motor Finance) Reports to: Customer Resolution Team Leader - Motor Finance Are you ready to own your role and make a difference in customers' lives? Join a team that's bold, positive, and takes real ownership - where your contribution is valued, your development is supported, and customers are at the heart of everything we do. We're looking for a Customer Resolution Professional to join our growing Motor Finance complaints team. In this role, you'll be the voice of our customers - delivering fair, tailored resolutions that reflect both regulatory requirements and individual customer needs. What you'll be doing: Investigating and resolving customer complaints related to Motor Finance, including Satisfactory Quality and Discretionary Commission Arrangement (DCA) claims Working within the framework of FCA regulations, including DISP, Consumer Credit Act, and Consumer Duty Ensuring all outcomes are fair, empathetic, and compliant - always putting the customer first Keeping on top of evolving industry guidance and complaint-handling best practices Collaborating across teams and contributing ideas to help improve the overall customer experience Confidently handling written and verbal communications with customers and stakeholders Using digital platforms to update customer records and manage case files accurately We're looking for someone who: Has strong complaints handling experience, ideally within Motor Finance or financial services Understands FCA regulations, DISP, and has an appreciation for Consumer Duty and Conduct Risk Is empathetic, articulate, and customer-obsessed - especially in difficult conversations Brings excellent analytical and communication skills, with attention to detail and sound judgment Is tech-savvy and comfortable working across digital platforms and case management systems Is proactive, takes ownership, and loves to learn What you'll need: Essential: Complaint handling experience (ideally regulated) Understanding of FCA or other financial regulatory requirements GCSE or equivalent qualifications Strong verbal and written communication skills Desirable: Knowledge of the Motor Finance sector Familiarity with TEXAS (vulnerability framework) Proficiency in digital tools and complaints systems Experience dealing with Satisfactory Quality or DCA complaints Ready to apply? Take the driver's seat in your career. Click Apply Now and let's start the conversation.