Aftersales Agent

Go Car Credit Limited; Warrington; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Hybrid working

Holiday entitlement

Wellbeing support

Financial coaching & discounts

Casual dress code

Job summary

Go Car Credit Limited in Warrington is seeking an experienced complaints investigator to ensure fair, thorough resolution of customer concerns across the journey with our motor finance service. You will own cases from acknowledgement to final response, gather and review evidence, conduct balanced investigations and draft clear, well-reasoned letters to customers while working with internal teams.

The role requires strong written and verbal communication, investigative and analytical skills, and

Qualifications

• Previous experience handling customer complaints, ideally in a regulated environment.
• Excellent verbal communication skills.
• Strong written communication to draft clear customer correspondence.
• Investigative skills to gather and assess evidence from multiple sources.
• Good organisational skills to manage a varied workload and meet deadlines.

Responsibilities

• Investigate complaints from acknowledgement through to final resolution.
• Gather, review and assess evidence from multiple sources to reach fair decisions.
• Provide clear, well-reasoned responses to customers and internal stakeholders.
• Identify recurring themes and contribute to processes to reduce repeat issues.

Skills

Complaint handling

Verbal communication

Written communication

Investigations

Analytical skills

Team collaboration

IT systems

Tools

CRM software

Microsoft Office

Job description

Go Car Credit is a specialist motor finance lender supporting those with less than perfect credit scores to get behind the wheel. Our hire purchase deals don’t just get people a great car – they give people the chance to rebuild their credit score too.

This role is responsible for investigating and resolving complaints relating to the service our customers receive throughout their journey with Go Car Credit. You'll ensure every complaint is handled fairly, thoroughly and in line with regulatory requirements, while delivering the right customer outcomes.

You'll take ownership of complaints from initial acknowledgement through to final resolution, acting as a key point of contact for both customers and internal stakeholders. This includes gathering and reviewing evidence, conducting fair and balanced investigations, assessing customer impact, and providing clear, well-reasoned responses.

Alongside resolving individual complaints, you'll identify recurring themes and opportunities for improvement, working closely with colleagues across the business to strengthen processes, enhance service quality and help prevent future complaints.

We encourage applications from people from all backgrounds to join our team at Go Car Credit. Just as our customers come from diverse backgrounds, so do we, and we treat our team and our customers as individuals – with respect and fairness.

Where and when:

Working at our Warrington offices, your weekly working hours will be Monday to Friday 9.00am to 5.00pm – 7.5 hours a day with 30-minute unpaid lunch break. You may be required to work bank holidays.

What you need:

• Previous experience handling customer complaints, ideally within a regulated environment.
• Excellent verbal communication skills, with the confidence and professionalism to manage difficult conversations.
• Strong written communication skills, with experience drafting clear, accurate and customer-focused letters and emails.
• Excellent investigative skills, with the ability to gather, review and assess evidence from multiple sources to reach fair and balanced decisions.
• Strong organisational skills, with the ability to prioritise a varied workload and meet regulatory and business deadlines.
• Proven ability to build and maintain effective working relationships with customers, colleagues and third parties.
• Strong analytical skills, with the ability to identify complaint trends, determine root causes and recommend improvements to reduce repeat issues.
• Sound problem-solving and decision-making skills, with the ability to exercise good judgement and deliver fair customer outcomes.
• Confident IT skills, with the ability to work across multiple systems and accurately maintain customer records.
• A collaborative approach, with a desire to work as part of a team to deliver positive outcomes for customers and the business.

In return we offer:

• Work-life balance – 37.5 hours per week, hybrid working from our Warrington or Portsmouth office with a level of flexibility that enables you to have a good work-life balance
• 25 days’ holiday plus bank holidays and a day off for your birthday (FTE)
• Wellbeing support – market leading EAP including 24/7 advice line, counselling for you and your immediate family, menopause support and virtual GP appointments, paid leave when you need it most (company sick pay, time off for medical appointments, emergency dependent leave, compassionate leave and fertility treatment leave)
• Financial support – financial coaching & support through our EAP, a discount platform access, car sharing scheme, discounted gym memberships, free flu vaccinations
• Positive culture with a sociable atmosphere, casual dress code, food and drinks provided in the offices at great business park locations