Motor Finance Complaints Investigator

Reed Talent Solutions; London; Remote; GBP 80,000 - 100,000; Full time

Job summary

A recruitment agency is seeking a Motor Finance Contingent Investigator for a fully remote 12-month assignment. Candidates must possess experience in resolving disputes and strong problem-solving skills. This role requires excellent communication and decision-making abilities. The position offers a starting rate of £210 per day, increasing to £260 post-accreditation.

Benefits

Generous day rate

In-depth training and support

Qualifications

• Experience resolving complaints/disputes and being a decision maker.
• Recent experience in motor finance complaints or general lending required.
• Great written and verbal communication skills.

Responsibilities

• Investigate both sides of disputes and make fair decisions.
• Complete the internal training academy programme.
• Handle customer inquiries and maintain composure under pressure.

Skills

Problem solving

Decision-making

Attention to detail

Customer service focus

Communication skills

Critical thinking

Time management

Job description

Overview

We are currently recruiting for 26 x Motor Finance Contingent Investigators. This assignment will be home-based for the duration of the assignment - which is 12 months - and must be carried out from the UK - for the purposes of the assignment, the UK is defined as England, Scotland, Wales and Northern Ireland. It will pay a starting rate of £210 per day (Umbrella) - increasing to £260 after accreditation - to join our client, the Financial Ombudsman Service, the organisation that settles individual disputes between financial businesses and their customers.

As the assignment is performed from home, you will need to provide your own equipment, such as laptop etc and have a reliable internet connection and appropriate environment for carrying out the assignment.

The assignment will require you to investigate both sides of a dispute and then make a fair and reasonable decision on the outcome. You’ll begin your assignment by joining our internal training academy programme, conducted remotely, to ensure we are setting you up for success.

Responsibilities

• Investigate both sides of disputes and make a fair and reasonable decision on the outcome.
• Join and complete the internal training academy programme conducted remotely.
• Handle customer enquiries on the telephone, building rapport and remaining composed under pressure.

Qualifications

• Experience of resolving complaints/disputes and being the decision maker.
• Ideally recent experience and prior knowledge of motor finance complaints or general lending in the Consumer Credit area (which will include Section 75, quality of goods and complaints centred on lending considerations).
• Excellent problem solving and decision-making skills, with outstanding attention to detail.
• Focus on quality, customer service and doing the right thing.
• Great written and verbal communication skills.
• Ability to think critically, analysing large volumes of information and identify inconsistencies to reach a fair outcome.
• Ability to handle customer enquiries on the telephone, building rapport and remaining composed under pressure.
• Experience managing conflicting deadlines with strong time management skills.

This role will specialise in Motor finance - meaning we are seeking industry specialists in this area.

Preferred Experience

• Car/motor Finance
• Unaffordable/irresponsible/unsecured lending
• Payday/personal loans
• Credit cards
• Logbook loans
• Goods and services bought with credit
• Motor insurance
• Car Finance Commission
• Section 75

We do not consider PPI experience as relevant.

Benefits and Details

In return you will be rewarded with a generous day rate - with in-depth training and support. Your knowledge will grow quickly, and this is a genuine opportunity to work with an exceptional company.

The available start date is 27th October 2025 and the initial tenure for the assignment is 12 months. This full-time Contingent Investigator assignment is deemed to be inside IR35.

Recruitment Process

For this role, you will go through a multi-stage recruitment process before receiving an offer. This includes an online psychometrics testing, telephone interview with Reed, and a competency-based interview with the Service.

Application Instructions

If you have the experience we have detailed in this advertisement, please apply with an updated version of your CV. We are looking for product details within your CV, so be sure to include the complaint types you’ve managed.

Important information

• Pay rate pre-accreditation - Umbrella £210 pd, PAYE £162.14 pd, or £188 deemed PSC pd
• Pay rate post-accreditation - Umbrella £260 pd, PAYE £202.50 pd, or £225.30 deemed PSC pd
• Location - fully remote (must be working in the UK)
• Duration - 12 months temporary assignment
• Equipment - must use your own equipment
• Start date - 27th October, 2025

Please note, if you have worked for a motor finance provider within the last 6 months, unfortunately we are unable to progress an application due to conflict of interests. We are looking forward to reviewing your application.

We are looking forward to reviewing your application.