Complaints Handler

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

Job summary

An established industry player is seeking a dedicated Complaints Executive to enhance customer satisfaction and manage complaint resolutions. This role involves taking ownership of complaints, ensuring timely responses, and maintaining high standards of service. The successful candidate will thrive in a fast-paced environment, demonstrating strong communication skills and the ability to build relationships with customers and stakeholders. Join a forward-thinking company that prioritizes employee development and well-being, and be part of a team committed to transforming the car finance experience for customers. This is an exciting opportunity to contribute to a mission-driven organization that values diversity and inclusion.

Benefits

Onsite Juice/coffee bar

Enhanced annual leave

Mental & physical health support

Enhanced family leave

Workplace Nursery

Electric Vehicle Schemes

Boosted pension contributions

Bee Fit 247 wellbeing programmes

Qualifications

• Experience in a complaints role with strong organizational skills.
• Excellent written and verbal communication skills are essential.

Responsibilities

• Own and resolve customer complaints in a timely manner.
• Log all activities and write investigation reports for complaints.
• Communicate effectively with customers and internal teams.

Skills

Complaint Handling

Organizational Skills

Written Communication

Verbal Communication

Case Management

Customer Service

Education

Experience in Complaints Role

Tools

CRM Systems

Salesforce

Job description

About The Role

Here at Car Finance 247 we are looking to recruit an Complaints Executive to join our Customer Care Team!

As a Complaints Executive, you will be able to liaise confidently with our Customers, Lenders, Dealerships and internal stakeholders to obtain fair customer outcomes whilst maintaining our high standards in Compliance and Quality Assurance. The Complaints Executive will take complete ownership of a customer’s complaint once it has been initially assessed by the Triage Team, by providing an exceptional level of service, showing empathy whilst solving queries, problems and handling complaints in a timely and professional manner.

This is a great opportunity for people focused individuals who want to become part of a market-leading business that prides itself on employee development and well-being.

Monday-Friday (9am - 5:30pm)

Salary: £28,000pa

Responsibilities Include:

• Owning non-regulated and/or regulated complaint cases, ensuring that customers are responded to in a timely manner and complaints are fully resolved.
• Working in an organised fashion to ensure productivity and effective case management.
• Logging all activity with comprehensive and accurate notes.
• Writing an investigation report to supply evidence to bring the complaint to a conclusion.
• Strong written communication, including a ‘final response’ letter.
• Effective communication internally and externally.
• Prioritise workload and case management to be effective and efficient.
• Ability to confidently communicate and articulate outcomes to senior management.
• Identify trends and opportunities to improve service levels.
• Answering inbound calls into the department from customers.
• Working with your team to ensure your area’s caseload is kept to an acceptable level.

About You

• Experience of working in a complaints role and/or case management.
• Strong organisational skills and workload management.
• Excellent written and verbal communication skills.
• Comfortable working under pressure, taking calls and using initiative to close and resolve complaints.
• Experience of handling difficult conversations and being confident to do so.
• Building strong working relationships with internal and external clients.
• Experience using a CRM system, experience with Salesforce is desirable but not essential.
• Basic Consumer Rights knowledge is desirable but not essential.

About Us

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.

Benefits:

• Onsite Juice/ coffee bar
• Enhanced annual leave + your birthday off!
• Mental & physical health support
• Enhanced family leave (maternity, paternity, adoption)
• Workplace Nursery & Electric Vehicle Schemes
• Boosted pension contributions
• Bee Fit 247 wellbeing & fitness programmes
• And loads more!

Inclusion matters

At Car Finance 247, we value what makes people different. We’re proud to be an equal opportunities employer and are committed to creating an inclusive, supportive environment for all team members.