Complaints Resolution Specialist

Zuto; Manchester; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Pension scheme

Life assurance

Income protection

Free independent financial advice

Cycle to work scheme

GP Anytime service

Health cash back plan

Discounted gym memberships

Breakfast every Thursday

Bring your dog to work

Job summary

Zuto in Manchester City Centre is seeking a Complaints Handler to manage escalated customer-service and quality issues within our vehicle finance journeys. You’ll investigate, resolve and help prevent complaints while delivering outstanding service in line with regulation.

With at least 2 years’ experience in complaints handling, you will work with internal teams, lenders and dealers to gather information, analyse root causes, negotiate repairs and drive timely resolution, while staying up to

Qualifications

• Minimum 2 years’ experience in a complaints handling role managing complex customer complaints or quality issues.
• Solid knowledge of dealer aftersales repair processes and associated expectations.
• Understanding FCA regulations and Financial Ombudsman Service apply in complaint/quality resolution contexts.
• Excellent written and verbal communication skills, with confidence in negotiating, influencing and challenging where necessary.
• Strong problem-solving and analytical skills, with attention to detail and the ability to review evidence objectively.
• Organisational skills to plan, prioritise and work under pressure, adhering to deadlines while maintaining high accuracy.

Responsibilities

• Handle escalated non-regulated vehicle quality complaints in line with FCA regulations, from investigation through to decision and communication with the customer.
• Record and input complaints into CMS with accuracy.
• Liaise with internal departments, lenders, dealers and engineers to gather required information and drive resolution.
• Analyse root causes of complaints and feed back recommendations to improve processes and reduce future risk.
• Negotiate with dealers on repairs, costs and contractual repair obligations.
• Ensure you keep up to speed with changes in legislation, recalls, MOT regulations and other policies affecting the complaints process.

Skills

Complaints handling

Customer service

Regulatory knowledge FCA

Communication skills

Analytical thinking

Time management

Job description

Zuto in Manchester City Centre is seeking a Complaints Handler to manage escalated customer-service and quality issues within our vehicle finance journeys. You’ll investigate, resolve and help prevent complaints while delivering outstanding service in line with regulation.

With at least 2 years’ experience in complaints handling, you will work with internal teams, lenders and dealers to gather information, analyse root causes, negotiate repairs and drive timely resolution, while staying up to