End-to-End Automotive Complaints Investigator

Select Engineering Limited; Manchester; On-site; GBP 28,000 - 36,000; Full time

Job summary

Ford Credit, Manchester-based, is seeking a Complaints Case Handler to own automotive finance complaints from initial review to final resolution. You will investigate motor finance and servicing issues, communicate with customers, and coordinate with Ford dealership networks and Ford Credit teams.

You will manage a varied caseload with empathy and clear written responses, ensuring timely outcomes and accurate case records while maintaining privacy and compliance standards.

Qualifications

• Strong customer-service mindset and accountability for resolving complaints or escalating them appropriately.
• Experience handling complaints, escalated enquiries or challenging customer situations; automotive finance or financial-services experience is an advantage.
• Clear, empathetic written and verbal communication, with confidence engaging customers, dealerships, Ford Motor Company contacts and internal stakeholders.

Responsibilities

• Own a varied caseload of automotive finance complaints, disputes and escalated enquiries; prioritise work, meet relevant timeframes and keep customers informed throughout.
• Investigate concerns relating to motor finance agreements and account servicing; may involve payments, balances, statements, settlements, fees or charges, and account administration.
• Review account and case records, gather information from customers and relevant internal or external parties, assess evidence and reach balanced conclusions.
• Handle complaints connected with vehicle purchase and dealership interactions, coordinating facts and responses with Ford dealerships and Ford Motor Company.
• Work with Ford Credit BDMs to exchange information and support resolution of dealer-related complaints.
• Collaborate with Ford Credit teams and the dealer network where a complaint spans different processes or organisations.
• Draft tailored complaint responses, including final responses, setting out the investigation, decision, reasons and next steps.

Skills

Customer service mindset

Investigations

Communication

Time management

Attention to detail

Collaboration

Tools

CRM systems

Case management software

Job description

Ford Credit, Manchester-based, is seeking a Complaints Case Handler to own automotive finance complaints from initial review to final resolution. You will investigate motor finance and servicing issues, communicate with customers, and coordinate with Ford dealership networks and Ford Credit teams.

You will manage a varied caseload with empathy and clear written responses, ensuring timely outcomes and accurate case records while maintaining privacy and compliance standards.