Complaints Handler

CarFinance 247; Manchester; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Subsidised Onsite Parking

Free fruit and juice bars

Birthday off

Onsite Gym

Free transport to Piccadilly Train station

Barista bar with teas and coffees

Excellent career progression

Job summary

CarFinance247 in Manchester is looking for a Case Handler to manage customer complaints, ensuring fair and timely resolutions. The role involves taking ownership of complaints, conducting investigations, and maintaining proactive case progression.

The ideal candidate will possess strong customer service skills, excellent written communication, and the ability to navigate difficult conversations. Joining CarFinance247 means being part of a dynamic team that values passion, ownership, and resilience.

Qualifications

• Experience in customer service and complaint handling.
• Ability to manage diverse complaint types.
• Strong negotiation skills.

Responsibilities

• Manage customer complaints from initiation to resolution.
• Conduct investigations using internal and external resources.
• Produce high-quality written communication.

Skills

Strong customer service

Confident handling difficult conversations

Excellent written communication skills

Strong investigative and analytical ability

Organised with strong time management

Job description

About The Role

Salary: £28,000 – £30,000 (DOE)

Monday – Friday, no weekends.

The Case Handler is responsible for managing customer complaints from initial assignment through to final resolution, ensuring outcomes are fair, timely, and aligned with regulatory expectations. The role requires a multi-skilled and strategic operator who can manage a broad range of complaint types while balancing customer outcomes, business cost, and compliance.

Key Responsibilities

• Take full ownership of complaints from allocation through to closure
• Manage customer and dealer communication, including difficult conversations
• Conduct thorough investigations using internal and external systems
• Apply a strategic approach balancing cost, customer impact, and risk
• Work with internal master technicians to assess repair options and costs
• Manage logistics including vehicle transportation and inspections
• Produce high-quality written communication and final response letters
• Ensure all complaints are handled within FCA DISP timeframes

Ways of Working

• Own and manage a personal case pipeline from oldest to newest
• Maintain proactive case progression with no delays
• Apply strategic thinking to each complaint
• Balance customer outcomes with cost control

About You

• Strong customer service and rapport building
• Confident handling difficult conversations
• Excellent written communication skills
• Strong investigative and analytical ability
• Organised with strong time management
• Key Competencies
• Ownership & Accountability
• Strategic Thinking
• Resilience
• Attention to Detail
• Negotiation Skills

About Us

• Subsidised Onsite Parking
• A great working environment with free fruit and juice bars
• Birthday off!
• Onsite Gym
• Free transport to and from Piccadilly Train station
• Free Barista bar serving teas and coffees
• Excellent career progression

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.