Complaints Handler

Car Finance 247 Limited; Greater Manchester; On-site; GBP 25,000 - 36,000; Full time

Benefits offered by this job

Subsidised onsite parking

Onsite gym

Free transport to Piccadilly

Barista bar with teas and coffees

Fruit and juice bars

Birthday off

Career progression opportunities

Job summary

Car Finance 247 Limited in Greater Manchester is seeking a Case Handler to own customer complaints from initial review to final resolution. You will speak with customers and dealers, investigate cases, and collaborate with teams to reach fair and timely outcomes.

This role requires strong communication, problem-solving and decision-making skills, plus meticulous attention to detail, with a focus on delivering excellent customer service within regulatory timeframes.

Qualifications

• Strong customer service and the ability to build rapport.
• Confidence handling sensitive conversations.
• Good investigative and problem-solving skills.
• Highly organized with strong attention to detail.
• Experience in complaints, financial services, automotive or regulated industry beneficial but not essential.

Responsibilities

• Take ownership of complaints from allocation through to resolution.
• Communicate confidently with customers and dealers, including handling more challenging conversations.
• Investigate cases thoroughly using internal and external systems.
• Make fair, commercially aware decisions while considering customer impact and risk.
• Work with our internal master technicians to assess repairs and associated costs.
• Coordinate vehicle inspections and transportation where required.
• Produce clear, professional written correspondence and final response letters.
• Ensure complaints are handled within FCA DISP timeframes.

Skills

Customer service

Communication

Investigation

Problem-solving

Attention to detail

Negotiation

Ownership & accountability

Strategic thinking

Resilience

Tools

CRM systems

Job description

We’re looking for a Case Handler to join our team, taking ownership of customer complaints from initial review through to final resolution.

You’ll investigate a variety of cases, speak with customers and dealers, and work with teams across the business to reach fair and timely outcomes. It’s a varied role where you’ll use your communication, problem-solving and decision-making skills to make a real difference to the customer experience.

Key Responsibilities

• Take ownership of complaints from allocation through to resolution
• Communicate confidently with customers and dealers, including handling more challenging conversations
• Investigate cases thoroughly using internal and external systems
• Make fair, commercially aware decisions while considering customer impact and risk
• Work with our internal master technicians to assess repairs and associated costs
• Coordinate vehicle inspections and transportation where required
• Produce clear, professional written correspondence and final response letters
• Ensure complaints are handled within FCA DISP timeframes

Ways of Working

• Manage your own pipeline of cases and priorities
• Proactively progress cases through to resolution
• Take ownership and keep customers updated throughout
• Use sound judgement to reach fair and appropriate outcomes
• Work collaboratively with teams across the business

About You

• Strong customer service skills and the ability to build rapport
• Confident handling challenging or sensitive conversations
• Good investigative and problem-solving skills
• Highly organised with strong attention to detail
• Comfortable managing multiple cases and priorities
• Previous complaints, financial services, automotive or regulated industry experience would be beneficial, but isn’t essential
• Ownership & Accountability
• Strategic Thinking
• Resilience
• Attention to Detail
• Negotiation Skills

Why Join?

• Subsidised onsite parking
• Monday–Friday working with no weekends
• Birthday off
• Onsite gym
• Free transport to and from Piccadilly Train Station
• Free barista bar serving teas and coffees
• Free fruit and juice bars
• Excellent career progression opportunities

About Team 247

We’re more than the UK’s #1 digital car finance platform. We’re a Manchester tech business that’s reshaping how people buy cars. Backed by smart tech, sharp minds and a relentless focus on exceptional service, we’re on a mission to make car finance simple, fast and customer-first.

We’ve got big goals – and the roadmap to get there. Join us and be part of something exciting.

Our values – Passion, Ownership, Resilience and Togetherness – define how we work and win. We look for people who bring energy and drive, take accountability, push through challenges and back their teammates. If you care about doing a great job, stepping up when it matters and succeeding as part of a team, you’ll fit right in.