Complaints Handler

Zuto Limited; Manchester; Presencial; GBP 35.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Pension

Life assurance

Income protection

Discounts

Regular socials

Breakfast Thursdays

Birthday off

GP Anytime

Gym discounts

Caregiver leave

Fertility & foster-friendly policies

Descripción de la vacante

Zuto Limited in Manchester is seeking an experienced Complaints Handler to help resolve complex vehicle finance issues and support customers with fair outcomes.

You'll lead a team to investigate sensitive complaints, coach staff, and work with dealers, lenders and internal teams to deliver improvements while keeping customer outcomes at the heart of every decision. This role requires strong investigation and communication skills.

Formación

• 2+ years' experience in complaints handling or quality issues.
• Good understanding of vehicle aftersales and dealer repair processes.
• Knowledge of FCA regulations and the Financial Ombudsman Service (FOS).

Responsabilidades

• Lead and coach your team to hit and exceed KPIs.
• Investigate complex complaints and deliver fair resolutions.
• Collaborate with dealers, lenders and internal teams.
• Analyse performance data to identify improvements.
• Ensure customer outcomes remain central to decisions.

Conocimientos

Team leadership

Investigation

Analytical skills

Communication

Negotiation

Organisational skills

Evidence assessment

Regulatory knowledge

Descripción del empleo

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

• Leading and motivating your team to hit and exceed sales targets and KPIs.
• Using performance data to understand where your team can improve.
• Delivering regular coaching, feedback and development.
• Creating a high-performance environment where people are motivated to succeed and earn.
• Working closely with other managers and teams across Zuto.
• Recognising great performance while confidently tackling underperformance.
• Making sure strong customer outcomes remain at the heart of how your team sells., 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, 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. 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.