Customer Complaints Investigator & Service Quality Advocate

Go Car Credit Limited; Warrington; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Hybrid working

Holiday entitlement

Wellbeing support

Financial coaching & discounts

Casual dress code

Job summary

Go Car Credit Limited in Warrington is seeking an experienced complaints investigator to ensure fair, thorough resolution of customer concerns across the journey with our motor finance service. You will own cases from acknowledgement to final response, gather and review evidence, conduct balanced investigations and draft clear, well-reasoned letters to customers while working with internal teams.

The role requires strong written and verbal communication, investigative and analytical skills, and

Qualifications

• Previous experience handling customer complaints, ideally in a regulated environment.
• Excellent verbal communication skills.
• Strong written communication to draft clear customer correspondence.
• Investigative skills to gather and assess evidence from multiple sources.
• Good organisational skills to manage a varied workload and meet deadlines.

Responsibilities

• Investigate complaints from acknowledgement through to final resolution.
• Gather, review and assess evidence from multiple sources to reach fair decisions.
• Provide clear, well-reasoned responses to customers and internal stakeholders.
• Identify recurring themes and contribute to processes to reduce repeat issues.

Skills

Complaint handling

Verbal communication

Written communication

Investigations

Analytical skills

Team collaboration

IT systems

Tools

CRM software

Microsoft Office

Job description

Go Car Credit Limited in Warrington is seeking an experienced complaints investigator to ensure fair, thorough resolution of customer concerns across the journey with our motor finance service. You will own cases from acknowledgement to final response, gather and review evidence, conduct balanced investigations and draft clear, well-reasoned letters to customers while working with internal teams.

The role requires strong written and verbal communication, investigative and analytical skills, and