Vehicle Complaints Specialist — Resolve & Improve

Zuto; Manchester; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Pension

Life assurance

Income protection

Wellbeing support

Breakfast Thursdays

Job summary

Zuto in Manchester City Centre is looking for an experienced Complaints Handler who enjoys getting to the bottom of complex issues and delivering fair resolutions. You will investigate vehicle quality complaints, work with dealers, lenders and internal teams to gather information and agree resolutions.

The role focuses on delivering a professional, empathetic customer experience while ensuring FCA requirements are met, identifying trends, and contributing to process improvements.

Qualifications

• At least 2 years' experience in complaints handling.
• Good understanding of FCA regulations and the Financial Ombudsman Service (FOS).
• Strong investigation, problem-solving and analytical skills.
• Excellent communication skills, with the confidence to negotiate, influence and challenge when needed.
• Strong organisational skills and attention to detail, with the ability to manage multiple cases and deadlines.

Responsibilities

• Investigating and resolving complex vehicle quality complaints, ensuring fair and timely outcomes.
• Working with customers, dealers, lenders and engineers to gather information and agree resolutions.
• Negotiating with dealers around vehicle repairs, costs and contractual obligations.
• Managing complaint records accurately and ensuring cases are handled in line with relevant FCA requirements.
• Identifying complaint trends and root causes to help improve processes and prevent repeat issues.

Skills

Complaints handling

Investigation skills

Analytical thinking

Customer communication

FCA Regulations knowledge

FOS familiarity

Job description

Zuto in Manchester City Centre is looking for an experienced Complaints Handler who enjoys getting to the bottom of complex issues and delivering fair resolutions. You will investigate vehicle quality complaints, work with dealers, lenders and internal teams to gather information and agree resolutions.

The role focuses on delivering a professional, empathetic customer experience while ensuring FCA requirements are met, identifying trends, and contributing to process improvements.