Automotive Legal Specialist

Saxtons Limited; Chelmsford; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Company pension

Health & wellbeing programme

Referral programme

Job summary

Saxtons Limited in Chelmsford is seeking an experienced compliance professional to defend and enhance customer service while ensuring adherence to legal and regulatory requirements.

You will act as the main contact for complex customer matters, including disputes and regulatory complaints, supporting paralegal-level tasks, with a focus on accuracy, professionalism, and timely resolutions.

Qualifications

• Experience handling customer complaints, disputes or case management.
• Experience working in a legal, regulatory, compliance or paralegal role.
• Familiarity with small claims processes or dispute resolution.

Responsibilities

• Act as the point of contact for escalated customer concerns and complex aftersales matters
• Manage cases from initial escalation through to final resolution, ensuring fair, professional and timely outcomes
• Investigate disputes by reviewing documentation, gathering evidence and liaising with customers and internal departments
• Support the business in resolving issues before they escalate into formal disputes, regulatory complaints or legal action
• Maintain organised and confidential records of legal documentation, investigations and complaint files
• Assist with disputes, preparing documentation, evidence packs and correspondence

Skills

Complaint handling

Paralegal experience

Regulatory compliance

Small claims knowledge

Legal documentation

Customer communication

Job description

Department - Compliance, Legal & Business Operations

Why Choose Saxtons?

Step into a rewarding career with Saxtons, recognised as one of the Best Places to Work in 2024! As Europe's largest 4x4 dealer, we pride ourselves on creating a vibrant and supportive work environment where your skills can shine. This isn't just a job; it's your pathway to a fulfilling career where you can truly thrive!

Experienced motor trade complaints professional required. This is not an entry-level legal or graduate position. Applicants must have practical experience handling escalated customer complaints and disputes, with a working knowledge of the Consumer Rights Act 2015, Sale of Goods legislation, FCA requirements and Consumer Duty

Role Overview

Play key role in protecting and enhancing Saxtons' reputation for exceptional customer service while ensuring the business operates in line with relevant legal and regulatory requirements.

This role combines customer resolution with paralegal-level and legal support. The successful candidate will act as point of contact for complex customer matters, including disputes, regulatory complaints and small claims cases.

The role requires a commercially aware, solutions-focused and highly organised individual who can confidently manage complex situations, communicate professionally with customers and stakeholders, and ensure issues are handled efficiently and fairly.

Key Responsibilities

Customer Resolutions

• Act as the point of contact for escalated customer concerns and complex aftersales matters
• Manage cases from initial escalation through to final resolution, ensuring fair, professional and timely outcomes
• Investigate disputes by reviewing documentation, gathering evidence and liaising with customers and internal departments
• Support the business in resolving issues before they escape into formal disputes, regulatory complaints or legal action
• Ensure complaints are recorded, acknowledged and handled in line with company procedures and regulatory expectations
• Work alongside the customer service team to manage and resolve high-level or sensitive customer cases

Legal & Regulatory Support

• Provide support on legal and regulatory matters relating to consumer rights, finance agreements and compliance obligations
• Assist with disputes, preparing documentation, evidence packs and correspondence
• Prepare and distribute formal correspondence including complaint responses, legal notices and regulatory responses
• Maintain organised and confidential records of legal documentation, investigations and complaint files
• Support the business in ensuring compliance with relevant FCA regulations and consumer protection legislation

Person Specification

Experience

• Experience handling customer complaints, disputes or case management
• Experience working in a legal, regulatory, compliance or paralegal role
• Familiarity with small claims processes or dispute resolution

Knowledge

• Understanding of consumer protection legislation
• Knowledge of FCA regulations and compliance requirements
• Awareness of regulatory obligations within vehicle sales and finance

Skills

• Strong problem-solving skills
• Excellent written and verbal communication
• High attention to detail and strong administrative skills
• Professional, calm and confident approach

Work Location: In person

Benefits

• Company pension
• Health & wellbeing programme
• Referral programme

Ability to commute/relocate

• Chelmsford CM1: reliably commute or plan to relocate before starting work (required)

Experience

• Legal case management: 1 year (preferred)

Work Location: In person