Complaints Handler

BNP Paribas Personal Finance Group; Metropolitan Borough of Solihull; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

Pension scheme

Health plan

Flexible benefits

Job summary

BNP Paribas Personal Finance UK is seeking a Customer Resolution Professional (Motor Finance) to investigate and resolve complaints in line with FCA regulations, ensuring fair and compliant outcomes. You will apply DISP rules and maintain customer-focused service with strong written and verbal communication.

The role emphasizes analytical thinking, data accuracy, and continuous improvement, while collaborating with colleagues to enhance processes and uphold Consumer Duty principles.

Qualifications

• Proven experience in Complaint Handling within Motor Finance.
• Strong communication skills with the ability to type and talk in real time, alongside excellent written, empathetic, and results-focused communication.
• Proven experience in complaint handling, particularly within motor finance and Satisfactory Quality claims, with sound judgement and attention to detail.
• Solid understanding of FCA regulations, including DISP, DCA structures, Consumer Duty, and Conduct Risk, with awareness of regulatory expectations.
• Proficient in using complaints management systems and digital tools, with strong keyboard skills and ability to prioritise and manage workloads effectively.
• Able to work independently while contributing to team learning, with good rapport building, letter/report writing skills, and awareness of customer vulnerability.

Responsibilities

• Investigate and resolve Motor Finance complaints within regulatory timeframes, ensuring fair and compliant outcomes.
• Apply FCA DISP rules and consumer credit legislation while staying up to date with regulatory changes.
• Deliver empathetic, customer-focused service with strong communication and problem-solving skills.
• Maintain high performance standards through quality reviews, training, and continuous development.
• Collaborate with colleagues, contribute to process improvements, and manage customer data accurately.

Skills

Complaint handling

Motor finance

Regulatory knowledge

Communication skills

Written communication

Time management

Analytical thinking

Empathy

Team collaboration

Tools

Complaints management system

Microsoft Office

Job description

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A bit about us:

At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way.

The Role:

The Customer Resolution Professional (Motor Finance) role involves investigating and resolving customer complaints in line with FCA regulations, ensuring fair and compliant outcomes. It requires strong analytical and communication skills, with a focus on delivering professional, customer-first support aligned with Consumer Duty principles.

Key Responsibilities:

• Investigate and resolve Motor Finance complaints within regulatory timeframes, ensuring fair and compliant outcomes.
• Apply FCA DISP rules and consumer credit legislation while staying up to date with regulatory changes.
• Deliver empathetic, customer-focused service with strong communication and problem-solving skills.
• Maintain high performance standards through quality reviews, training, and continuous development.
• Collaborate with colleagues, contribute to process improvements, and manage customer data accurately.

Skills & Attributes:

• Proven experience in Complaint Handling within Motor Finance.
• Strong communication skills with the ability to type and talk in real time, alongside excellent written, empathetic, and results-focused communication.
• Proven experience in complaint handling, particularly within motor finance and Satisfactory Quality claims, with sound judgement and attention to detail.
• Solid understanding of FCA regulations, including DISP, DCA structures, Consumer Duty, and Conduct Risk, with awareness of regulatory expectations.
• Proficient in using complaints management systems and digital tools, with strong keyboard skills and ability to prioritise and manage workloads effectively.
• Able to work independently while contributing to team learning, with good rapport building, letter/report writing skills, and awareness of customer vulnerability.

What’s in it for you?

Joining BNP Paribas Personal Finance means becoming part of a Top Employer UK dedicated to making a difference to the lives of our customers. Along with a fulfilling career, you'll be able to enjoy a benefits package which you can tailor to your lifestyle and needs, with key highlights including;

• Competitive salary and a contributory pension scheme
• Access to our Health Cash Plan Scheme
• A multi-award-winning flexible benefits platform offering life insurance, private medical insurance, or lifestyle benefits that include discounts on dining, cinema, and days out
• The opportunity to buy and sell holidays, giving you even more control over your work-life balance

Could this be you?

Making a positive impact is at the heart of everything we do – whether for our colleagues, customers, partners, or the community. We live by our values: We’re positive, we’re brave, and we own it. We believe a positive attitude and a passion for making things happen matter most. Don’t let confidence hold you back – there’s no such thing as a ‘perfect’ candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you're considering a career change or exploring a sector jump, we welcome applicants with transferable skills.

To learn more about careers at BNP Paribas Personal Finance UK, visit our website: https://www.bnpparibas-pf.co.uk/careers.

BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.