We are looking for experienced Complaint Handlers with a background in financial services to join a busy Motor Finance Complaints Team supporting a leading UK bank. This is an exciting opportunity to work on a large-scale complaints project, investigating customer concerns and helping to deliver fair and appropriate outcomes.
Role Summary
As a Motor Finance Complaint Reviewer, you will manage complaints from receipt through to resolution. This will involve speaking with customers to gather information, reviewing complaint correspondence and supporting evidence, updating internal systems, and issuing outcome letters.
You will manage complaints from receipt through to resolution, reviewing customer correspondence, analysing supporting evidence, liaising with customers to gather information, and issuing clear and professional outcome letters.
The role offers the chance to develop your knowledge of motor finance products, strengthen your complaint investigation skills, and gain valuable experience within a highly regulated financial services environment, while working alongside a supportive and collaborative team.
What You'll Be Doing
* Communicating with customers over the phone to understand their concerns, gather relevant information and log complaint details.
* Taking ownership of complaints from initial receipt through to resolution.
* Reviewing customer complaint letters, emails and supporting documentation to fully understand each case.
* Preparing and loading customer cases onto the client system, ensuring all information is recorded accurately.
* Collecting, reviewing and assessing evidence to support complaint investigations and decision making.
* Providing regular updates to customers regarding the progress of their complaints.
* Drafting and issuing outcome letters using approved templates.
* Managing customer expectations throughout the complaint journey.
* Maintaining accurate records and updating case management systems.
What We’d Like To See From Your Application
* Previous experience handling complaints within financial services or another regulated environment.
* Strong verbal and written communication skills.
* Confidence in gathering and analysing information over the phone.
* Excellent organisation and workload management skills.
* Strong attention to detail.
* Comfortable working with multiple systems and Microsoft Office applications, including Excel.
If you think this is the opportunity for you, apply now.
Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.
We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships
