thc recruitment£40k-50k plus bonus, hybrid working and benefits.

Our client is a marketplace connecting customers, lenders, and dealers. 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. This is a challenging position that calls for strong interpersonal skills and the capacity to forge bonds with key stakeholders, dealers, and other third-party partners.

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.

Key Responsibilities:

  • Provide support in distributing new complaints cases daily.
  • Managing a team of Complaints Executives supporting them with their development.
  • Attend lender conference calls building relationships with key partners.
  • Send updates to the team on their productivity stats & case KPIs.
  • 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.
  • 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 that conforms to this.
  • 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.
  • Build relationships with Dealerships, lenders & third parties (Recovery agents, solicitors, etc) to ensure swift & cost-effective resolutions to disputes.

Skills and Experience:

  • Evidence of working in a complaint’s role, managing complex complaints & processes
  • Experience in a cost-mitigation role showing the ability to negotiate effectively & ensure fair outcomes for both customers & the business.
  • An understanding of the legislation that governs the business and being able to see how that impacts on the business.
  • Contact centre leadership experience.

Contact: For more information, please contact