Complaints Officer

CarMoney; Motherwell; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

30 days holiday with service-based增

Flexible shift patterns

World-class training

Onsite parking

Wellbeing centre access

Employee discounts

Pension and life assurance

Job summary

CarMoney is seeking a proactive Complaints Officer to manage the complaints lifecycle within our car finance operations. You will ensure robust audit trails in the CRM, escalate where needed, and coordinate with lenders, dealerships and management while maintaining high customer satisfaction.

The role involves leading weekly meetings, guiding the risk committee, and safeguarding financial exposure through timely resolutions. Onsite in Eurocentral with a competitive package.

Qualifications

• Experience working in a complaints role or similar.
• Knowledge of FCA and GDPR is highly desirable.
• An understanding of the legislation that governs the business.
• Knowledge of the car finance industry is advantageous.
• Excellent communication skills, both verbally and written.
• Well-organised and a committed team player.
• Exceptional customer-service skills.
• Confidence over the phone.
• Ability to liaise at all levels with other departments and outside agencies.
• Take personal responsibility for making things happen.

Responsibilities

• Monitor and respond to all customer complaints via the CRM, prioritising and escalating regulated complaints to management.
• Ensure detailed notes about complaints are recorded for an audit trail.
• Follow the escalation process for unresolved complaints.
• Complete follow-up calls within two days after deal payout and log them in the CRM.
• Hold weekly calls with lenders to discuss outstanding finance complaints and resolve them.
• Request reviews from customers during follow-up calls and monitor feedback with Marketing.
• Lead weekly complaints meetings and suggest actions to management.
• Advise the risk committee when dealerships should cease trading based on complaint history.
• Liaise with lenders, auctions, dealerships and accounts to resolve unwinds and reduce financial exposure.
• Provide ad-hoc support, including handling call volume.

Skills

Experience in complaints role

FCA knowledge

GDPR knowledge

Legislation awareness

Car finance knowledge

Communication skills

Organisation

Customer service

Phone confidence

Cross-department liaison

Take initiative

Job description

Complaints Officer – Car Finance

CarMoney

Eurocentral, ML1 4UF

40 hours Monday to Friday 8.30-5.30pm

£30,000 plus £2,000 bonus

We’re looking for a proactive, detail‑oriented Complaints Officer to join our growing team at CarMoney. You’ll play a key role in maintaining customer trust and satisfaction, managing the complaints process with integrity, empathy, and a commitment to doing what’s right. If you thrive in a fast‑paced environment, have great communication skills, and are ready to make a real difference to the customer experience, this could be the perfect role for you.

What you will be doing

• Monitor and respond to all customer complaints via the CRM. Ensuring that complaints are prioritised, and regulated complaints are escalated to management as soon as possible.
• Ensure detailed notes regarding the complaints, from both the customer and finance company, are recorded on the CRM to ensure an audit trail is available for all complaints.
• Follow the escalation process for complaints if they are not dealt with in the appropriate manner by the dealership, customer, management or lender.
• Ensure all follow‑up calls for retail and dealer are completed two days after the deal has been paid out; these are recorded with the CRM system and any exceptions reported to management.
• Carry out weekly calls with all the lenders to discuss any outstanding finance complaints that are ongoing and strive to find a resolution as quickly as possible, maintaining a healthy working relationship with all lenders.
• Request reviews from customers during follow‑up calls, monitor and help monitor reviews (with marketing).
• Lead the weekly complaints meeting with management, making suggestions on the next appropriate action where applicable.
• Advise the risk committee on dealership that we should cease trading with based on their attitude towards complaints, concerns about quality of vehicles or any other issues, including numerous complaints.
• Liaise with lender, auctions, dealerships and the accounts department to ensure timely resolution of all unwinds, taking the lead to reduce financial exposure to CarMoney and manage CarMoney assets.
• Provide ad‑hoc support where required, specifically helping with call volume.

What you will need

• Experience working in a complaints role or similar.
• Knowledge of FCA and GDPR is highly desirable.
• An understanding of the legislation that governs the business and the ability to see how this impacts the business.
• Knowledge of the car finance industry is advantageous.
• Excellent communication skills, both verbally and written.
• Well‑organised and a committed team player.
• Exceptional customer‑service skills.
• Confidence over the phone.
• Ability to liaise at all levels with other departments and outside agencies.
• Take personal responsibility for making things happen.

Your Net Better off – the CarMoney difference!

• 30 days holiday rising with length of service.
• Flexible shift patterns to suit your lifestyle.
• World‑class training delivered by the Ninja Academy.
• Internal development opportunities – climb the Ninja ladder.
• Onsite parking.
• Free tea & coffee and breakfast on a weekend.
• Daily, weekly and monthly incentives; the big one – win a trip abroad.
• Employee discounts.
• Generous referral scheme.Pension and life assurance.
• Enhanced maternity and paternity leave.
• Regular giving‑back days and charity events.
• Access to the wellbeing centre – MOT and in‑house counselling services.
• Colleague events – family fun day, annual ball, Christmas party.

CarMoney is an equal opportunities employer. Everyone is welcome here, as long as you have the drive and passion to succeed, then we would love to hear from you.