Motor Finance Complaints Case Handler

Jonathan Lee Group; Manchester; On-site; GBP 20,000 - 28,000; Full time

Job summary

Jonathan Lee Group is seeking a Complaints Case Handler in Manchester for a 6-month contract. You will own a varied caseload, investigate complaints in motor finance, and coordinate responses with dealers and stakeholders. The role emphasizes clear, compassionate communication and timely outcomes.

Work is Monday to Friday, 9:00 am to 5:15 pm at the Manchester Business Centre. Training may require full availability for the initial 4–6 weeks, with a process-led team focused on fair customer

Qualifications

• Experience handling complaints or escalated enquiries in a regulated or customer-facing environment.
• Excellent written communication with ability to draft clear, tailored responses.
• Strong organisation, attention to detail and ability to manage multiple live cases.
• Comfort using multiple IT systems and learning new processes quickly.

Responsibilities

• Own a varied caseload of complaints and escalated enquiries, prioritising work and moving cases within agreed timeframes.
• Investigate concerns relating to motor finance agreements and account servicing, including payments and balances.
• Review records, gather information, and reach balanced, well-evidenced conclusions.
• Coordinate responses with dealers and stakeholders to support vehicle purchase and dealership-related complaints.
• Draft tailored complaint responses and final outcomes with clear, compassionate communication.
• Handle referrals involving bodies such as the Financial Ombudsman Service following correct processes.

Job description

Jonathan Lee Group is seeking a Complaints Case Handler in Manchester for a 6-month contract. You will own a varied caseload, investigate complaints in motor finance, and coordinate responses with dealers and stakeholders. The role emphasizes clear, compassionate communication and timely outcomes.

Work is Monday to Friday, 9:00 am to 5:15 pm at the Manchester Business Centre. Training may require full availability for the initial 4–6 weeks, with a process-led team focused on fair customer