Complaints Handler

The Case Handler is responsible for managing customer complaints from initial assignment through to final resolution, ensuring outcomes are fair, timely, and aligned with regulatory expectations. The role requires a multi-skilled and strategic operator who can manage a broad range of complaint types while balancing customer outcomes, business cost, and compliance.£28,000 - £30,000 (DOE)Monday - Friday no weekends.Key Responsibilities Take full ownership of complaints from allocation through to closureManage customer and dealer communication, including difficult conversationsConduct thorough investigations using internal and external systemsApply a strategic approach balancing cost, customer impact, and riskWork with internal master technicians to assess repair options and costsManage logistics including vehicle transportation and inspectionsProduce high-quality written communication and final response lettersEnsure all complaints are handled within FCA DISP timeframesWays of Working Own and manage a personal case pipeline from oldest to newestMaintain proactive case progression with no delaysApply strategic thinking to each complaintBalance customer outcomes with cost controlAbout You Strong customer service and rapport buildingConfident handling difficult conversationsExcellent written communication skillsStrong investigative and analytical abilityOrganised with strong time managementKey CompetenciesOwnership & AccountabilityStrategic ThinkingResilienceAttention to DetailNegotiation SkillsAbout Us Subsidised Onsite ParkingA great working environment with free fruit and juice barsBirthday off!Onsite GymFree transport to and from Piccadilly Train stationFree Barista bar serving teas and coffeesExcellent career progressionAbout Team 247We're more than the UK's #1 digital car finance platform. We're a Manchester tech business that's reshaping how people buy cars. Backed by smart tech, sharp minds, and a relentless focus on exceptional service, we're on a mission to make car finance simple, fast, and customer-first.We've got big goals - and the roadmap to get there. Join us and be part of something exciting.Our values Passion, Ownership, Resilience and Togetherness define how we work and win. We look for people who bring energy and drive, take accountability, push through challenges, and back their teammates. If you care about doing a great job, stepping up when it matters, and succeeding as part of a team, you'll fit right in.TPBN1_UKTJ