Aftersales Agent

Go Car Credit Limited; Warrington; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid working from Warrington/Portslm

37.5 hours per week

25 days holiday + bank holidays

Wellbeing support & EAP

Birthday day off

Discount platform access

Job summary

Go Car Credit Limited is seeking a Complaints Investigator to own and resolve customer complaints throughout their journey. You will gather evidence, conduct fair investigations and deliver clear outcomes in line with regulatory requirements.

Based at our Warrington offices with hybrid working, you will also spot themes for service improvements and work with colleagues to prevent future issues, ensuring fair customer outcomes and strong stakeholder engagement.

Qualifications

• Previous experience handling customer complaints, ideally within a regulated environment.
• Excellent verbal communication skills to manage difficult conversations.
• Strong written communication skills for clear customer-focused letters and emails.
• Excellent investigative skills to review evidence and reach fair decisions.
• Strong organizational skills to prioritise workload and meet deadlines.
• Proven ability to analyse complaint trends and identify root causes.

Responsibilities

• Investigate and resolve complaints from acknowledgement through to final resolution.
• Gather and review evidence from multiple sources to inform decisions.
• Assess customer impact and craft clear, well-reasoned responses.
• Identify recurring themes and suggest process improvements across the business.

Skills

Complaint handling

Verbal communication

Written communication

Investigations

Organization

Analytical thinking

Problem solving

IT systems

Team collaboration

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