Complaints Manager

CarFinance 247; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading car finance broker in the UK is seeking a dynamic Complaints Manager to lead their Experience and Complaints function. The ideal candidate will have a solid background in complaints management, ideally within an FCA-regulated environment and the automotive sector. Responsibilities include coaching and mentoring team members, leading performance management initiatives, and contributing to process improvement. This role offers excellent career progression and a robust set of employee perks.

Benefits

Subsidised onsite parking

Free fruit and juice bar

Onsite gym

Birthday off

Enhanced maternity and paternity leave pay

Healthcare cash plan

Employee assistance programme

Discount club

Qualifications

• Proven experience in complaints management, especially in FCA-regulated environments.
• Experience in coaching and training within a fast-paced environment.
• Strong background in automotive sector preferred.

Responsibilities

• Lead and support a large team in the complaints function.
• Conduct coaching sessions and monitor team performance.
• Identify trends and support process improvements.

Skills

Coaching and mentoring

Communication skills

Organizational skills

Ability to work under pressure

FCA compliance knowledge

Relationship building

Job description

About The Role

Are you a coaching expert with a passion for driving performance and development? CarFinance 247 is looking for a dynamic Complaints Manager to lead our Experience and Complaints function, helping us deliver exceptional results and ensure continuous improvement.

In this pivotal role, you will shape the future of our team by coaching, mentoring, and supporting both individuals and leaders. If you are a proactive, results‑driven leader with a knack for identifying opportunities for growth, this is the perfect opportunity for you!

What You’ll Do:

• Bring a demonstrable track record of success within a complaints-focused environment, ideally complemented by FCA-regulated experience and previous exposure to the automotive industry.
• Effectively manage and support a large team, ensuring consistent performance, development, and engagement across the group.
• Lead high-quality coaching sessions aligned to our Training & Competence Scheme
• Guide new starters and provide ongoing support for their development
• Monitor live calls, review written documentation, and deliver constructive feedback to improve performance
• Identify trends, highlight process improvements, and support enhancements to current policies and documentation
• Build strong relationships with team members and management to foster a culture of continuous learning
• Develop personalised action plans, ensuring team members are held accountable for their progress
• Conduct side‑by‑side observations and provide real‑time feedback to drive improvement
• Support career progression and help shape development plans for every team member
• Contribute to the creation of training materials, user guides, and coaching documents

About You

What You’ll Bring:

• A proven and credible background within complaints management, ideally including FCA compliance experience and prior work within the automotive sector.
• Proven experience in delivering coaching and training in a fast‑paced environment
• Exceptional communication skills with the ability to give constructive, actionable feedback
• Strong organisational skills, ensuring coaching is always delivered professionally and documented accurately
• A self‑motivated, enthusiastic attitude with a drive to hit targets and KPIs
• Confidence working under pressure and the ability to take initiative in a fast‑moving environment
• A collaborative mindset with a passion for helping others succeed

If you're ready to step into a role that offers both challenge and opportunity, apply today and be part of our growth journey at CarFinance 247!

Join us and help shape the future of complaints management

About Us

• Subsidised Onsite Parking.
• Free fruit, barista bar and juice bar.
• Onsite gym.
• Free transport to and from Piccadilly.
• Birthday off!
• Enhanced maternity, paternity and adoption leave pay.
• Time off from day‑one for fertility appointments.
• Discount club.
• Healthcare Cash plan.
• Free Employee Assistance Programme.
• Excellent career progression across the business.

At Car Finance 247 our determination and strong team culture have helped us become the number one online car finance broker in the UK. We are one of the UK’s fastest growing privately owned businesses, having ranked in the Sunday Time Fast Track 100 for each of the last 4 years.

We create personalised and high‑quality customer experiences driven by outstanding tech, streamlined process and most importantly, amazing people. Over the next 12 months we have exciting upcoming projects to cement our position as market leaders in every aspect of our business and that journey starts with attracting the best talent.

As an equal opportunity’s employer, the 247 Group is committed to the equal treatment of all current and prospective employee’s and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the 247 Group