Complaints Manager Hybrid

4 weeks ago


Manchester, United Kingdom Asset Finance International Full time

Complaints Manager - Manchester City Centre
{40k-50k plus bonus, hybrid working and benefits.
Transforming the car finance experience with simplicity and integrity. They are now looking for a Complaints Manager to report to the Head of Quality & Complaints.
You will have a background in dispute resolution, preferably in a regulated setting, and be well-versed with FCA DISP regulations and complaint handling best practices. As Complaints Manager, you will be a point of escalation for complex & high-value complaints where the business has exposure to monetary loss to come to a prompt resolution & mitigate any monetary loss to the company. You must have a strong understanding of the Supply of Goods Act 1982, Consumer Rights Act 2015, Treating Customers Fairly (TCF), Data Protection Act 1998 and the Financial Conduct Authority (FCA) guidelines.
Managing a team of Complaints Executives supporting them with their development.
Attend lender conference calls building relationships with key partners.
Own the processes that sit within the Complaints team and ensure that there is clear communication across all key stakeholders.
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 to customers - you will be responsible for choosing the right option.
Summarise all evidence of investigations about customer complaints to be supplied to both customers & lenders.
To proactively seek to improve your own skills to the benefit of the company’s service through the identification of training needs with your line manager.
Consult with internal departments, dealers, lenders, mechanical engineers etc. to obtain information to investigate a complaint thoroughly.
Evidence of working in a complaint’s role, managing complex complaints & processes


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