Senior Complaints & Customer Outcomes Lead

Zuto Limited; Manchester; In loco; GBP 35.000 - 42.000; Tempo pieno

Vantaggi offerti da questo lavoro

Pension

Life assurance

Income protection

Discounts

Regular socials

Breakfast Thursdays

Birthday off

GP Anytime

Gym discounts

Caregiver leave

Fertility & foster-friendly policies

Descrizione del lavoro

Zuto Limited in Manchester is seeking an experienced Complaints Handler to help resolve complex vehicle finance issues and support customers with fair outcomes.

You'll lead a team to investigate sensitive complaints, coach staff, and work with dealers, lenders and internal teams to deliver improvements while keeping customer outcomes at the heart of every decision. This role requires strong investigation and communication skills.

Competenze

• 2+ years' experience in complaints handling or quality issues.
• Good understanding of vehicle aftersales and dealer repair processes.
• Knowledge of FCA regulations and the Financial Ombudsman Service (FOS).

Mansioni

• Lead and coach your team to hit and exceed KPIs.
• Investigate complex complaints and deliver fair resolutions.
• Collaborate with dealers, lenders and internal teams.
• Analyse performance data to identify improvements.
• Ensure customer outcomes remain central to decisions.

Conoscenze

Team leadership

Investigation

Analytical skills

Communication

Negotiation

Organisational skills

Evidence assessment

Regulatory knowledge

Descrizione del lavoro

Zuto Limited in Manchester is seeking an experienced Complaints Handler to help resolve complex vehicle finance issues and support customers with fair outcomes.

You'll lead a team to investigate sensitive complaints, coach staff, and work with dealers, lenders and internal teams to deliver improvements while keeping customer outcomes at the heart of every decision. This role requires strong investigation and communication skills.