Complaints Handler

**About the Company**:
carloans 365 are a car finance broker based in Old Trafford, 5 minutes outside Manchester city centre. Our core focus here at carloans 365 is our customer; we aim to ensure that we are providing the best finance deal available to suit our customers needs, enabling them to get their perfect car. This has proven key to our current success and consistent excellent customer service.

**Enough about us, what’s the role?**

carloans 365 is growing fast, and we’re looking for a dedicated Complaints Handler to join our team and support our continued success.

This is a great opportunity for someone early in their complaints career who’s ready to build their experience in a supportive, fast-paced environment with a clear path to becoming a Dispute Resolution Specialist.

Working with customers, dealerships and lenders, this role requires exceptional communication skills, a keen attention to detail while ensuring an exceptional customer experience.  

**Progression Plan**

At carloans 365, we are passionate about supporting internal growth and development. This role is the perfect entry point into our fast-paced Complaints function, with a clearly defined career path:
**Step 1 - Complaints Handler (£25,000 starting salary, 3-6 month review to £27,500)**

You’ll receive in-depth training and hands-on experience managing inbound complaints, triaging cases, and supporting customers with empathy and professionalism. This foundational stage focuses on building your knowledge of our products, internal processes, and FCA requirements.

**Step 2 - Senior Complaints Specialist (£30,000 salary)**

After demonstrating consistent performance, sound judgement, and strong communication skills, you’ll progress to Senior Complaints Specialist. This role comes with increased responsibility for end-to-end complaint resolution, complex case handling, and direct engagement with regulators, dealerships, and lenders.

**Responsibilities**:

- Act as the first point of contact for customers with concerns, listening with empathy and professionalism
- Triage complaints to the appropriate teams for further investigation, ensuring smooth handovers and tracking progress
- Maintain accurate and detailed records of all complaints and interactions in line with internal policies
- Communicate clearly with customers to keep them informed on the progress of their complaint
- Support the wider Complaints and Compliance team with admin tasks as needed
- Ensure all work aligns with FCA regulations and carloans 365 internal procedures

**What are we looking for?**
- Previous experience in a customer service or complaints support role (motor trade or finance industry experience is a plus)
- Strong communication and interpersonal skills, especially when dealing with difficult or emotional customers
- A positive, resilient attitude and a willingness to learn
- Basic understanding of FCA regulations or a desire to develop this knowledge
- Organised, detail-oriented and able to manage multiple tasks simultaneously
- A genuine interest in helping customers and solving problems

**Details**:

- Working pattern: 09:00 - 17:30 / 09:30 - 18:00, 5 days per week, Monday - Friday
- Salary £25,000 (progression plan to £27,500 - £30,000 within first year)
- 20 days holiday + 8 national bank holidays + 1 additional day off for your birthday

**Benefits**:
Additional leave (Birthday off)

Company events

Discounted or free food

Employee Assistance Programme

Regular social events and lunches

Generous spot prizes and incentives

Great career progression opportunities

**Job Types**: Full-time, Permanent

Pay: £25,000.00 per year

Ability to commute/relocate:

- Manchester M32 0FP: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Complaint handling: 1 year (preferred)
- Customer service: 1 year (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: In person