Complaints Handler

Complaint Handler

PAY RATE: £16.59 per hour

Contract length: 6 months

Start Date:

22nd June

Location:

Newport (NP10) – moving to Cardiff in September 2026

Working pattern:
You will be 100% office‑based in Newport for the first three months. After that, you will work hybrid, spending at least two days per week, or 40% of your time, in Newport and then at our new office in Cardiff. Commitment is 35 hours per week, Mon‑Fri, 9 am‑5 pm.

Consumer Lending is a key part of our Group and helps customers acquire cars, vans, caravans, motorbikes, and the finance to purchase them under various brands.

When mistakes happen the Complaints Handlers investigate disputes and strive to reach the best outcome for the customer.

As a Complaint Handler, you will work within a dedicated team, handling a portfolio of complaints and disputes with daily targets.

• Collaborating closely with colleagues, customers, dealers and manufacturers – communicating in writing or over the phone, including senior customers of major motor brands.
• Balancing priorities between your cases, emails, telephone calls and handling escalated calls from the contact centre.
• Using your people and customer skills to deliver fair outcomes for both customers and the business.
• Educating customers about products.

• Previous complaint handling experience.
• Attention to detail and creative thinking, articulated confidently in writing (MS Office skills required) and over the phone.
• Ability to multi‑task, respond to change and prioritise.
• Honest, hardworking and resilient approach to work.
• Empathy to put yourself in the customers' shoes and ask the questions needed to understand how we can help.
• Pro‑active attitude towards personal development and learning.
• Experience in banking, financial services or motor finance is an advantage but not compulsory.

• Work from home 3 days per week.
• First‑class support and training for all colleagues.
• Opportunity for growth within the company.
• Comprehensive training and ongoing support to ensure your success.
• A vibrant and supportive team environment.
• Opportunities to develop your skills in the financial services industry.
• Weekly pay.
• Online payslips.
• Dedicated aftercare team.
• Annual leave allowance of 32 days per year.
• Employee Assistance Programme.
• Access to Able Futures.
• Eyecare vouchers.
• Access to Boost benefits such as discounted shopping vouchers, services, attraction tickets and more.
• Smart Spending App.
• Workplace pension scheme.

At our client’s organisation, we are committed to fostering an inclusive and diverse workplace. We celebrate individuals from all backgrounds, cultures and identities, and welcome applications from under‑represented groups. We are disability confident and can make reasonable adjustments to our recruitment processes upon request.