Complaints Handler

Zuto; Manchester; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Pension

Life assurance

Income protection

Wellbeing support

Breakfast Thursdays

Job summary

Zuto in Manchester City Centre is looking for an experienced Complaints Handler who enjoys getting to the bottom of complex issues and delivering fair resolutions. You will investigate vehicle quality complaints, work with dealers, lenders and internal teams to gather information and agree resolutions.

The role focuses on delivering a professional, empathetic customer experience while ensuring FCA requirements are met, identifying trends, and contributing to process improvements.

Qualifications

• At least 2 years' experience in complaints handling.
• Good understanding of FCA regulations and the Financial Ombudsman Service (FOS).
• Strong investigation, problem-solving and analytical skills.
• Excellent communication skills, with the confidence to negotiate, influence and challenge when needed.
• Strong organisational skills and attention to detail, with the ability to manage multiple cases and deadlines.

Responsibilities

• Investigating and resolving complex vehicle quality complaints, ensuring fair and timely outcomes.
• Working with customers, dealers, lenders and engineers to gather information and agree resolutions.
• Negotiating with dealers around vehicle repairs, costs and contractual obligations.
• Managing complaint records accurately and ensuring cases are handled in line with relevant FCA requirements.
• Identifying complaint trends and root causes to help improve processes and prevent repeat issues.

Skills

Complaints handling

Investigation skills

Analytical thinking

Customer communication

FCA Regulations knowledge

FOS familiarity

Job description

Complaints Handler

Salary: Manchester City Centre

Join Zuto

Are you an experienced Complaints Handler who enjoys getting to the bottom of complex issues and finding the right resolution?

As a Complaints Handler at Zuto, you’ll play an important role in supporting customers when things haven't gone to plan during their car finance journey.

You’ll investigate vehicle quality complaints, work closely with dealers, lenders and internal teams, and help deliver fair customer outcomes while identifying opportunities to improve how we do things.

What you'll be doing

• Investigating and resolving complex vehicle quality complaints, ensuring fair and timely outcomes.

• Working with customers, dealers, lenders and engineers to gather information and agree resolutions.

• Negotiating with dealers around vehicle repairs, costs and contractual obligations.

• Managing complaint records accurately and ensuring cases are handled in line with relevant FCA requirements.

• Identifying complaint trends and root causes to help improve processes and prevent repeat issues.

• Keeping up to date with relevant regulations, manufacturer recalls and vehicle repair requirements.

• Delivering a professional, empathetic customer experience, even in challenging situations.

What We're Looking For

We're looking for someone who is confident handling complex complaints, commercially aware and passionate about delivering the right customer outcomes.

• Making sure strong customer outcomes remain at the heart of how your team sells.

• At least 2 years' experience in complaints handling, managing complex customer complaints or quality issues.

• A good understanding of vehicle aftersales and dealer repair processes.

• Knowledge of FCA regulations and the Financial Ombudsman Service (FOS).

• Strong investigation, problem-solving and analytical skills.

• Excellent communication skills, with the confidence to negotiate, influence and challenge when needed.

• The ability to assess evidence objectively and make fair, well-reasoned decisions.

• Strong organisational skills and attention to detail, with the ability to manage multiple cases and deadlines.

Why Zuto?

At Zuto, you'll join a supportive team where your work makes a genuine difference to our customers. Alongside opportunities to develop your skills and contribute to improvements across the business, you'll enjoy:

• Financial wellbeing – pension, life assurance, income protection, financial advice and shopping discounts

• Zuto Life with regular socials, celebrations, free drinks & snacks, breakfast Thursdays, birthday off and more

• Wellbeing – GP Anytime, health cash-back, wellbeing support and discounted gyms

• Family support – enhanced caregiver leave, shared parental leave and fertility & foster-friendly policies

Ready to Get Started?

If you're an experienced Complaints Handler who enjoys solving complex problems, supporting customers and finding fair resolutions, we'd love to hear from you.