thc recruitment£25,900

My client was founded in 2006 with a mission to remove the complexity and hassle in finding and financing a car. We connect customers, lenders, and car dealerships across the UK. They are looking for Complaint executives to join their growing team.

The Role:

  • Investigate and respond to escalated non-regulated vehicle quality complaints in line with FCA regulations, being always empathetic
  • Record and input complaints into our CMS
  • Feedback to other areas of the business on the causes of complaints, making recommendations to mitigate any future risks
  • 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 – you’ll be responsible for choosing the right option
  • Create accurate records ensuring all elements of the complaints are logged.
  • 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 in a manner which conforms to this
  • To proactively seek to improve your own skills to the benefit of the company’s service through identification of training needs with your Manager
  • Liaise with internal departments, dealers, lenders, mechanical engineers etc. to obtain information to investigate a complaint thoroughly
  • Negotiation with dealers in relations to costs, repairs, and contractual obligations
  • You must adhere to the FCA Conduct rules

Key Skills:

  • You must adhere to the FCA Conduct rules
  • Evidence of working in a complaint’s role, managing complex complaints
  • Minimum 2 years’ experience in a customer facing complaints role
  • An understanding of the legislation that governs the business and being able to see how that impacts on the business
  • An understanding of FCA regulations and a working knowledge of the Financial Ombudsman Service
  • Negotiation and influencing skills
  • Able to work under pressure and to meet deadlines


  • Clear progression throughout the business
  • Award winning Induction training and development from their ISM accredited training programme
  • You will be given thorough FCA/Compliance training to ensure you are fully knowledgeable on our in-house systems and provide the best advice through their customer journey.
  • 28 days holidays including bank holidays, plus an extra day off for your birthday
  • Award dinners, regular social events, and team nights out to celebrate success
  • An additional day available to take to support local charities
  • Cycle to work scheme, discounted retail outlets and hospitality venues
  • Income protection and financial advice

9am-6pm Monday to Friday (hybrid working after training).

Contact: For more information, please contact