Complaints Handler

Zuto; Manchester; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Pension scheme

Life assurance

Income protection

Free independent financial advice

Cycle to work scheme

GP Anytime service

Health cash back plan

Discounted gym memberships

Breakfast every Thursday

Bring your dog to work

Job summary

Zuto in Manchester City Centre is seeking a Complaints Handler to manage escalated customer-service and quality issues within our vehicle finance journeys. You’ll investigate, resolve and help prevent complaints while delivering outstanding service in line with regulation.

With at least 2 years’ experience in complaints handling, you will work with internal teams, lenders and dealers to gather information, analyse root causes, negotiate repairs and drive timely resolution, while staying up to

Qualifications

• Minimum 2 years’ experience in a complaints handling role managing complex customer complaints or quality issues.
• Solid knowledge of dealer aftersales repair processes and associated expectations.
• Understanding FCA regulations and Financial Ombudsman Service apply in complaint/quality resolution contexts.
• Excellent written and verbal communication skills, with confidence in negotiating, influencing and challenging where necessary.
• Strong problem-solving and analytical skills, with attention to detail and the ability to review evidence objectively.
• Organisational skills to plan, prioritise and work under pressure, adhering to deadlines while maintaining high accuracy.

Responsibilities

• Handle escalated non-regulated vehicle quality complaints in line with FCA regulations, from investigation through to decision and communication with the customer.
• Record and input complaints into CMS with accuracy.
• Liaise with internal departments, lenders, dealers and engineers to gather required information and drive resolution.
• Analyse root causes of complaints and feed back recommendations to improve processes and reduce future risk.
• Negotiate with dealers on repairs, costs and contractual repair obligations.
• Ensure you keep up to speed with changes in legislation, recalls, MOT regulations and other policies affecting the complaints process.

Skills

Complaints handling

Customer service

Regulatory knowledge FCA

Communication skills

Analytical thinking

Time management

Job description

Who We Are

Join our team of passionate Zutonites and help transform the car finance experience with simplicity and integrity.

Since our journey began in 2006, we’ve grown to a team of over 450 people, all driven by a shared purpose: to make buying a car transparent and hassle-free.

We know how important cars are in people’s everyday lives, for work, family, and freedom, and that’s why we’re proud to help hundreds of thousands of customers every year. From day one, we’ve been redefining what success looks like, creating something special at Zuto: a business that leaves a lasting, positive legacy.

If you’re looking for a place where your ideas matter, your growth is supported, and your achievements are celebrated, you’ll fit right in. Join a team that values collaboration, ambition, and doing the right thing, while having a lot of fun along the way.

Location: Manchester City Centre

Salary: £29,900

The Role

As a Complaints Handler, you’ll manage escalated customer-service and quality issues within our vehicle finance journeys. You’ll investigate, resolve and help prevent complaints while delivering outstanding service in line with regulation.

Key responsibilities include:

• Handling escalated non-regulated vehicle quality complaints in line with FCA regulations, from investigation through to decision and communication with the customer.
• Recording and inputting complaints into our CMS system, ensuring all details are accurate and up to date.
• Liaising with internal departments, lenders, dealers and engineers to gather required information and drive resolution.
• Analysing root causes of complaints and feeding back recommendations to improve processes and reduce future risk.
• Negotiating with dealers on repairs, costs and contractual repair obligations.
• Ensuring you keep up to speed with changes in legislation, manufacturer recalls, MOT regulations and other policies affecting the complaints process.

What You’ll Need

We’re seeking someone with solid experience in aftersales or complaints handling, who thrives on solving problems and delivering a high level of service.

In this role you’ll need:

• Minimum 2 years’ experience in a complaints handling role managing complex customer complaints or quality issues.
• Good working knowledge of dealer aftersales repair processes and associated expectations.
• A solid understanding of how FCA regulations and the Financial Ombudsman Service apply in complaint/quality resolution contexts.
• Excellent written and verbal communication skills, with confidence in negotiating, influencing and challenging where necessary.
• Strong problem-solving and analytical skills, with attention to detail and the ability to review evidence objectively.
• Organisational skills to plan, prioritise and work under pressure, adhering to deadlines while maintaining high accuracy.

Why Join Zuto?

At Zuto, we don’t just talk about supporting our people — we live it. Here’s what makes being a Zutonite so special:

Financial Wellbeing

• Pension scheme, life assurance & income protection
• Free independent financial advice
• Lifestyle, restaurant & shopping discounts
• Cycle to work scheme

Physical & Mental Wellbeing

• GP Anytime service for you and your family
• Health cash back plan & access to wellbeing apps
• Discounted gym memberships and free digital fitness classes

Family Friendly

• Enhanced caregiver leave (primary & secondary)
• Flexible and shared parental leave
• Fertility and foster-friendly policies

Culture & Perks

• Birthdays off and volunteer days
• Breakfast every Thursday
• Bring your dog to work and enjoy free in-office massages
• Regular social events from team nights out to hikes, to sports clubs and more
• Regular gifting and celebrations throughout the year

Zuto is committed to nurturing a progressive and inclusive culture and provides equal employment opportunities. No applicant or Zutonite is discriminated against based on age, disability, gender reassignment, marriage and civil partnership, pregnancy, race, religion or belief, sex, or sexual orientation.