Complaints Case Handler

Jonathan Lee Group; Manchester; On-site; GBP 20,000 - 28,000; Full time

Job summary

Jonathan Lee Group is seeking a Complaints Case Handler in Manchester for a 6-month contract. You will own a varied caseload, investigate complaints in motor finance, and coordinate responses with dealers and stakeholders. The role emphasizes clear, compassionate communication and timely outcomes.

Work is Monday to Friday, 9:00 am to 5:15 pm at the Manchester Business Centre. Training may require full availability for the initial 4–6 weeks, with a process-led team focused on fair customer

Qualifications

• Experience handling complaints or escalated enquiries in a regulated or customer-facing environment.
• Excellent written communication with ability to draft clear, tailored responses.
• Strong organisation, attention to detail and ability to manage multiple live cases.
• Comfort using multiple IT systems and learning new processes quickly.

Responsibilities

• Own a varied caseload of complaints and escalated enquiries, prioritising work and moving cases within agreed timeframes.
• Investigate concerns relating to motor finance agreements and account servicing, including payments and balances.
• Review records, gather information, and reach balanced, well-evidenced conclusions.
• Coordinate responses with dealers and stakeholders to support vehicle purchase and dealership-related complaints.
• Draft tailored complaint responses and final outcomes with clear, compassionate communication.
• Handle referrals involving bodies such as the Financial Ombudsman Service following correct processes.

Job description

Complaints Case Handler - 56560 - Up to £17.46 per hour umbrella rate (Inside IR35) Do you have experience of handling complaints, escalated enquiries or challenging customer situations? Do you have a strong customer-service mindset and accountability for resolving complaints? If so step into a rewarding Complaints Case Handler role and make a real difference for customers across the automotive finance and customer relations industry. As a Complaints Case Handler, you'll bring structure, empathy, and strong investigation skills to deliver fair, clear and timely outcomes. With a Monday to Friday schedule and a welcoming contact-centre environment at the Manchester Business Centre, this is your chance to grow within a professional, process-led team while handling meaningful customer cases.

What You Will Do:

• Own a varied caseload of complaints, disputes and escalated enquiries, prioritising work and keeping cases moving within agreed timeframes.
• Investigate concerns relating to motor finance agreements and account servicing, including payments, balances, settlements, fees and charges, where applicable.
• Review records, gather information from customers and relevant internal or external parties, and reach balanced, well-evidenced conclusions.
• Support vehicle purchase and dealership-related complaints by coordinating responses and facts with relevant stakeholders across the dealer network.
• Communicate clearly and compassionately by phone and in writing, including drafting tailored complaint responses and final outcomes.
• Handle referrals or correspondence involving bodies such as the Financial Ombudsman Service (FOS), credit reference bureaux and other appropriate organisations, following the correct processes.

What You Will Bring:

• A strong customer-service mindset and confidence in taking ownership of cases from start to finish as a Complaints Case Handler.
• Experience handling complaints, escalated enquiries, or challenging customer conversations in a regulated or customer-facing environment (automotive finance experience is an advantage).
• Confident, clear communication skills, with the ability to write well-structured responses and explain decisions objectively.
• Excellent organisation and attention to detail, including accurate case notes and strong follow-through across multiple live cases.
• Comfort using multiple IT systems and the ability to learn new processes quickly while working collaboratively.

This Complaints Case Handler position helps this company maintain high standards of fair customer treatment and responsible handling of personal information, aligning day-to-day casework with clear quality expectations. Your work supports dependable outcomes, strong internal controls, and consistent customer updates, helping drive trust in the customer relations function.

Location:

This 6 month contract role is based at the Manchester Business Centre, with a Monday to Friday working pattern, 9:00am to 5:15pm. Due to training commitments please ensure the candidates are available for the full first 4-6 weeks.