complaints handler

Evolution Funding Ltd; Hasland; On-site; GBP 24,000 - 32,000; Full time

Job summary

Evolution Funding Ltd. is seeking a dedicated Complaints Handler to investigate customer complaints regarding automotive finance, build rapport with stakeholders, and document findings accurately.

You will work within a high-performing Resolutions team, ensuring timely, compliant outcomes and continuous process improvements. You will engage with funders, lenders, and dealerships, handling communications professionally and maintaining detailed records across multiple systems.

Qualifications

• Experience handling complaints in a regulated environment.
• Strong knowledge of Consumer Rights Act and FCA guidelines is preferred.
• Ability to build rapport with stakeholders at all levels.
• Excellent written communication for emails and formal letters.

Responsibilities

• Investigate complaints in line with regulatory procedures.
• Communicate and influence effectively with lenders, dealerships, and customers.
• Accurately record complaints onto the CMS.
• Manage complaints to meet SLAs and deliver high service levels.
• Liaise with internal and external departments to resolve issues.
• Identify and implement process improvements in complaint handling.
• Adhere to FCA, ICO, GDPR, and other regulatory guidelines.

Skills

Complaint handling

Regulatory knowledge

Stakeholder communication

Problem solving

Attention to detail

Organisational skills

Tools

CMS (Complaints Management System)

Microsoft Office

Job description

The Resolutions team are a high performing team with a really friendly and supportive culture and act as intermediaries between funders and lenders through the complaints resolution process. Communicating daily with representatives at all levels from the industries main funders and dealerships, the role of the complaint handler role is to investigate and establish the facts surrounding a complaint made by a customer who has taken out automotive finance. The complaints handler will do this through establishing relationships with external stakeholders via telephone, quickly building trust and conducting fact finds and investigations while accurately administering a variety of systems and databases.,

• Investigate complaints in line with regulatory procedures.
• Communicate and influence effectively with lenders, dealerships, and customers.
• Accurately record complaints onto the Complaints Management System (CMS).
• Management of complaints in a timely and compliant manner, in line with SLAs.
• Work to ensure that the highest level of service is consistently delivered to our customers.
• Effectively manage workload to maximise productivity.
• Liaise with all internal and external departments.
• Identify and implement process improvements to enhance the overall complaint handling procedure.
• Adhere to numerous legislation and regulations including Consumer Rights Act 2015, TCF, GDPR, Information Commissioner's Office (ICO) and Financial Conduct Authority (FCA) guidelines.
• Proactive and able to use your own initiative
• Able to work autonomously as well as part of a wider team
• Natural inquisitiveness and problem-solving skills
• High level of attention to detail
• Confident & resilient with excellent communication skills

Technical skills and experience you will need

• Complaints background is highly desirable.
• Excellent understanding/knowledge of the Consumer Rights Act and FOS.
• Able to quickly build rapport & professional relationships at all levels of a business.
• Ability to compose emails and letters in a professional format.
• Confidence in handling telephone calls with a range of stake holders.
• Gather relevant information to assess the validity and complexity of each complaint.
• Communicate with customers both verbally and in writing to obtain additional details and provide updates on the complaint status., Strong problem-solving skills with the ability to make fair judgements and mediate between parties.
• Attention to detail and the ability to work efficiently in a fast-paced, deadline driven environment.
• Excellent communication skills, both written and verbal with the ability to empathise and maintain professionalism when dealing with customers.
• Good organisational skills and ability to prioritise workload.
• Ability to manage a large volume of cases with strict timeframes.
• Good knowledge of Microsoft Office is desirable.
• Previous experience as a Complaint Handler is highly desirable.
• In depth knowledge of the FCA regulations, Consumer Rights Act 2015, TCF, GDPR and Information Commissioner's Office (ICO).
• Experience of the motor trade or brokerage desired, though not essential.

Evolution Funding is the UK's market-leading provider of motor finance and technology solutions. Established over 20 years ago, our scope and capabilities go far beyond that of a traditional finance broker, with our award-winning technology placing us at the forefront of digital finance journeys, powering brilliant customer experiences across the breadth of the automotive finance industry.