Complaints Handler

Go Car Credit Limited; Warrington; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Hybrid/office in Warrington or remote

25 days’ holiday plus bank holidays

Wellbeing support and EAP

Job summary

Go Car Credit Limited is seeking a dedicated Complaints Handler to investigate and resolve customer complaints across the journey. You will gather evidence, conduct fair investigations, and draft clear responses in line with regulatory requirements.

You will also identify recurring themes and support process improvements to prevent future issues. Working at our Warrington office, you will join a collaborative team with a strong focus on customer outcomes, quality service, and regulatory

Qualifications

• Experience handling customer complaints in a regulated environment.
• Strong investigation and evidence-gathering skills.
• Excellent written and verbal communication for customer letters and emails.
• Ability to build relationships with customers, colleagues, and third parties.

Responsibilities

• Take ownership of complaints from acknowledgement to final resolution.
• Gather, review and assess evidence from multiple sources.
• Draft clear, well-reasoned responses in line with regulatory requirements.
• Identify recurring themes and support service-improvement initiatives.

Skills

Complaints handling

Regulated environment

Investigation skills

Customer service

Communication

Job description

About The Role:

Go Car Credit is a specialist motor finance lender supporting those with less than perfect credit scores to get behind the wheel. Our hire purchase deals don’t just get people a great car – they give people the chance to rebuild their credit score too.

This role is responsible for investigating and resolving complaints relating to the service our customers receive throughout their journey with Go Car Credit. You'll ensure every complaint is handled fairly, thoroughly and in line with regulatory requirements, while delivering the right customer outcomes.

You'll take ownership of complaints from initial acknowledgement through to final resolution, acting as a key point of contact for both customers and internal stakeholders. This includes gathering and reviewing evidence, conducting fair and balanced investigations, assessing customer impact, and providing clear, well-reasoned responses.

Alongside resolving individual complaints, you'll identify recurring themes and opportunities for improvement, working closely with colleagues across the business to strengthen processes, enhance service quality and help prevent future complaints.

Where and when:

Working at our Warrington offices, your weekly working hours will be Monday to Friday 9.00am to 5.00pm – 7.5 hours a day with 30-minute unpaid lunch break. You may be required to work bank holidays.

What you need:

• Previous experience handling customer complaints, ideally within a regulated environment.
• Excellent verbal communication skills, with the confidence and professionalism to manage difficult conversations.
• Strong written communication skills, with experience drafting clear, accurate and customer-focused letters and emails.
• Excellent investigative skills, with the ability to gather, review and assess evidence from multiple sources to reach fair and balanced decisions.
• Strong organisational skills, with the ability to prioritise a varied workload and meet regulatory and business deadlines.
• Proven ability to build and maintain effective working relationships with customers, colleagues and third parties.
• Strong analytical skills, with the ability to identify complaint trends, determine root causes and recommend improvements to reduce repeat issues.
• Sound problem-solving and decision-making skills, with the ability to exercise good judgement and deliver fair customer outcomes.
• Confident IT skills, with the ability to work across multiple systems and accurately maintain customer records.
• A collaborative approach, with a desire to work as part of a team to deliver positive outcomes for customers and the business.

In return we offer:

• Competitive salary
• Work-life balance – 37.5 hours per week, hybrid working from our Warrington or Portsmouth office with a level of flexibility that enables you to have a good work-life balance
• 25 days’ holiday plus bank holidays and a day off for your birthday (FTE)
• Wellbeing support – market leading EAP including 24/7 advice line, counselling for you and your immediate family, menopause support and virtual GP appointments, paid leave when you need it most (company sick pay, time off for medical appointments, emergency dependent leave, compassionate leave and fertility treatment leave)
• Financial support – financial coaching & support through our EAP, a discount platform access, car sharing scheme, discounted gym memberships, free flu vaccinations
• Positive culture with a sociable atmosphere, casual dress code, food and drinks provided in the offices at great business park locations

We encourage applications from people from all backgrounds to join our team at Go Car Credit. Just as our customers come from diverse backgrounds, so do we, and we treat our team and our customers as individuals – with respect and fairness. If this sounds like the role for you, please get in touch.

If this sounds like the role for you and you’d like to take advantage of working for a growing company, send your CV and a covering note to [e-mail]