Complaint Handler

1024 561 Kind Consultancy
  • Permanent
  • England, North West
  • Salary: £24,000 - £27,000 dependent on experience

Website KindConsultancy Kind Consultancy

Motor Finance

Kind Consultancy is working with a successful, fast-growing Manchester-based Motor Finance organisation that is currently seeking Complaint Handlers to join them on a permanent basis. This is a flexible role with days both at home and in the office.

Complaint Handlers will focus on ensuring that all complaints, written or verbal, are managed in line with the required deadlines and FCA requirements, with key responsibilities including:

  • Responding to customer complaints in a timely, efficient and courteous manner
  • Complying at all times with all company procedures and standards, relevant legislation such as Consumer Credit Act, Money Laundering Act, Data Protection Act, FCA, FOS and the FLA code of practice
  • Monitoring and reporting on performance against Service and Quality Commitments
  • Conducting regular root cause analysis to provide information on complaints data trends
  • Providing support, advice and guidance to other departments across the business and the dealer network to achieve Quality Commitments
  • Liaising with the dealer network to review open merchandise/satisfactory quality complaints and discuss actions required

Our ideal candidate for the Complaint Handler role:

  • Has previous Complaint Handling experience within Financial Services (essential), preferably within Motor or Asset Finance specifically
  • Has good awareness of relevant legislation and regulation including the Consumer Rights Act 2015
  • Has a track record of consistently delivering exceptional Customer Service, including excellent communication by telephone and e-mail
  • Is able to sensitively engage with vulnerable or emotional customers
  • Has previous experience of writing free-form letters to a high standard
  • Is IT literate and a confident user of MS Office applications
  • Is a strong decision-maker and negotiator

If you’re interested in the Complaint Handler opportunity and you have the skills, experience and knowledge we’re looking for, please apply with an updated CV today.


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