FCA-Regulated Complaints Specialist

Zenith Vehicles; Leeds; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

24 days annual leave

Life Insurance

Dental & Health Cash Plans

Critical Illness Cover

Cycle to Work Scheme

Onsite parking

Job summary

Zenith Vehicles in Leeds is seeking a Complaints Executive to investigate and resolve customer complaints within an FCA-regulated framework. You’ll manage a personal caseload, ensure timely responses, and communicate outcomes clearly.

The role is hybrid, based at our Leeds Kirkstall Forge office, with opportunities to develop through FCA-related training and cross-team collaboration.

Qualifications

• Experience handling complaints in a regulated environment.
• Strong communication, tailored approach to situations.
• Able to navigate multiple systems and learn new tools.
• Ability to multi-task, take accurate notes and work under time pressure.
• Clear, concise written communication focused on accuracy and transparency.
• Well-organised and able to prioritise a changing workload.
• Calm and resilient when handling higher-pressure cases.
• Commitment to fair, positive customer outcomes.

Responsibilities

• Manage a personal caseload and address complaints within agreed timescales.
• Own end-to-end complaints process from initial contact to final response in line with FCA requirements.
• Conduct clear investigations and communicate outcomes transparently.
• Support customers with clear written and verbal updates; remove obstacles to resolution.
• Handle complex or sensitive issues calmly and constructively.
• Document every interaction accurately in the complaint records.
• Identify trends and feed insights for continuous improvement.
• Collaborate with colleagues and share learnings across calibration sessions.
• Use multiple systems to gather information and manage cases.
• Build effective relationships with internal teams and external stakeholders.

Skills

Complaints handling

Communication

CRM systems

Notes taking

Organised

Resilience

Time management

Tools

CRM systems

Job description

Zenith Vehicles in Leeds is seeking a Complaints Executive to investigate and resolve customer complaints within an FCA-regulated framework. You’ll manage a personal caseload, ensure timely responses, and communicate outcomes clearly.

The role is hybrid, based at our Leeds Kirkstall Forge office, with opportunities to develop through FCA-related training and cross-team collaboration.