Complaints Handler

1 month ago

Manchester, United Kingdom Zuto Full time

Complaints Handler


Salary - £28,500

Location – Manchester

No weekend work, 9am-6pm Monday to Friday


Why Zuto?


The UK's Top 25 Best Large Companies to Work For


Join our team of passionate Zutonites and help transform the car finance experience with simplicity and integrity.

Our journey began in 2006, and we're thrilled to have achieved significant milestones along the way. However, we're not resting just yet. We're continuously striving to reach new heights and achieve even greater successes with our team of over 450 Zutonites.

Behind taking a mortgage, buying a car is likely to be the second biggest purchase we make, and we know that our customers rely on their cars to get to work, take their children to school, take elderly relatives out at the weekend, the list goes on.

We have always said, if we were to achieve our purpose of bringing simplicity and transparency to supporting hundreds of thousands of customers into cars, this would only be half of the story.

From our very beginnings, we have always known that we were creating something special at Zuto; redefining what success looks like and leaving a legacy that we could all be proud of.


Benefits of being a Complaints Handler at Zuto:

  • £28,500
  • Clear progression throughout the business
  • Award winning Induction training and development from our ISM accredited training programme
  • As a Complaints Handler, you will be given thorough FCA/Compliance training to ensure you are fully knowledgeable on our in-house systems and provide the best advice through their customer journey.
  • 28 days holidays including bank holidays, plus an extra day off for your birthday
  • Award dinners, regular social events, and team nights out to celebrate success
  • An additional day available to take to support local charities
  • Cycle to work scheme, discounted retail outlets and hospitality venues
  • Income protection and financial advice


The Role:

  • Investigate and respond to escalated non-regulated vehicle quality complaints in line with FCA regulations, being always empathetic
  • Record and input complaints into our CMS
  • Feedback to other areas of the business on the causes of complaints, making recommendations to mitigate any future risks
  • Inform customers of the outcome of their complaints over the phone and in writing, explaining your decision and their options.
  • If appropriate, decide on the level of compensation to be awarded – you’ll be responsible for choosing the right option
  • Create accurate records ensuring all elements of the complaints are logged.
  • To be a champion of excellent customer service, be that directed at customer, lender, or dealer
  • To fully embrace “Treating Customers Fairly” and conduct business in a manner which conforms to this
  • Summarise all evidence of investigation in relation to customer complaints to be supplied to both customers & lender.
  • To proactively seek to improve your own skills to the benefit of the company’s service through identification of training needs with your Manager
  • Work closely with training and call quality teams
  • Develop reporting procedures and provide root cause analysis information
  • Liaise with internal departments, dealers, lenders, mechanical engineers etc. to obtain information to investigate a complaint thoroughly
  • Negotiation with dealers in relations to costs, repairs, and contractual obligations
  • Calculating appropriate reduced return of advance (ROA) payments and negotiating with suppliers to reach an agreed value
  • Required to keep abreast of changes in Legislation, industry changes, Manufacturer’s recalls, changes in MOT regulations and any other policies that effect the complaints procedures
  • You must adhere to the FCA Conduct rules


What we’re looking for:

  • Evidence of working in a complaint’s role, managing complex complaints
  • Minimum 2 years’ experience in a customer facing complaints role
  • An understanding of the legislation that governs the business and being able to see how that impacts on the business
  • Excellent written and verbal communication skills
  • Problem-solving skills, a keen eye for detail and the ability to review evidence objectively
  • Strong organisational skills, with the ability to plan and prioritise your own workload
  • An understanding of FCA regulations and a working knowledge of the Financial Ombudsman Service
  • Negotiation and influencing skills
  • Able to work under pressure and to meet deadlines
  • Confident, and if necessary, authoritative on the phone


Zuto is committed to nurturing a progressive and inclusive culture and provides equal employment opportunities. No applicant or Zutonite is discriminated against based on age, disability, gender reassignment, marriage and civil partnership, pregnancy, race, religion or belief, sex, or sexual orientation.

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