Complaints Handler

6 days ago

Metropolitan Borough of Solihull, United Kingdom The Curve Group Full time

Customer Resolution Professional (Motor Finance) Full-time | Permanent Department: Customer Operations (Motor Finance) Reports to: Customer Resolution Team Leader – Motor Finance Location: Solihull, England, United Kingdom What you’ll be doing: Investigating and resolving customer complaints related to Motor Finance, including Satisfactory Quality and Discretionary Commission Arrangement (DCA) claims Working within the framework of FCA regulations, including DISP, Consumer Credit Act, and Consumer Duty Ensuring all outcomes are fair, empathetic, and compliant – always putting the customer first Keeping on top of evolving industry guidance and complaint‑handling best practices Collaborating across teams and contributing ideas to help improve the overall customer experience Confidently handling written and verbal communications with customers and stakeholders Using digital platforms to update customer records and manage case files accurately We’re looking for someone who: Has strong complaints handling experience, ideally within Motor Finance or financial services Understands FCA regulations, DISP, and has an appreciation for Consumer Duty and Conduct Risk Is empathetic, articulate, and customer‑obsessed – especially in difficult conversations Brings excellent analytical and communication skills, with attention to detail and sound judgment Is tech‑savvy and comfortable working across digital platforms and case management systems Is proactive, takes ownership, and loves to learn What you’ll need: Complaint handling experience (ideally regulated) Understanding of FCA or other financial regulatory requirements Strong verbal and written communication skills Knowledge of the Motor Finance sector Familiarity with TEXAS (vulnerability framework) Proficiency in digital tools and complaints systems Experience dealing with Satisfactory Quality or DCA complaints Ready to apply? Take the driver’s seat in your career. Click Apply Now and let’s start the conversation. Seniority level Associate Employment type Full-time Job function Customer Service #J-18808-Ljbffr

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