Complaints Case Handler

Complaints Case Handler About the role Ford Credit's Customer Relations team investigates and resolves complaints connected with automotive finance and customer account servicing. As a Complaints Case Handler, you will take ownership of cases from initial review through to a fair, clear and timely outcome. You will investigate concerns relating to motor finance agreements and servicing, communicate with customers, and work with colleagues and partners across Ford Credit, Ford Motor Company and the dealership network.

This includes close coordination with Ford dealerships and Ford Credit Business Development Managers (BDMs), who liaise between Ford Credit Europe (FCE) and dealerships particularly on merchandise complaints

What you'll do

• Own a varied caseload of automotive finance complaints, disputes and escalated enquiries; prioritise work, meet relevant time frames and keep customers informed throughout.
• Investigate concerns relating to motor finance agreements and account servicing. Depending on the case, this may include payments, balances, statements, settlements, fees or charges, account administration, credit-file reporting and related customer communications.
• Review account and case records, gather information from customers and relevant internal or external parties, assess the available evidence and reach balanced, well-supported conclusions.
• Handle complaints connected with vehicle purchase and dealership interactions, including merchandise complaints, by coordinating facts and responses with Ford dealerships and Ford Motor Company.
• Work with Ford Credit BDMs, who liaise between FCE and dealerships, to exchange relevant information, coordinate investigations and support effective resolution of dealer-related complaints.
• Collaborate with Ford Credit teams, executive offices, field colleagues, the dealer network and other relevant parties where a complaint spans different processes or organisations.
• Communicate by phone and in writing with empathy and clarity; draft tailored complaint responses, including final responses, setting out the investigation, decision, reasons and any next steps.

What you'll bring

• Continued Handle referrals or correspondence involving the Financial Ombudsman Service (FOS), the Finance & Leasing Association (FLA), credit reference bureaux and other appropriate external organisations in line with applicable processes.
• Identify credit-reference or credit-file disputes and coordinate appropriate investigation and communication with customers and relevant bureaux.
• Where an issue concerns a separate business or entity, such as a dealership, follow the appropriate referral process and keep the customer and relevant party informed.
• Maintain accurate, complete and current case notes and customer account records; protect personal information and complete case administration promptly.
• Recognise sensitive, specialist or potentially vulnerable-customer cases and compliance concerns; seek guidance or escape when appropriate. Provide wider Account Servicing support at peak times as needed.

What you'll bring

• A strong customer-service mindset and accountability for resolving complaints or escalating them appropriately.
• Experience handling complaints, escalated enquiries or challenging customer situations. Automotive finance, motor finance, vehicle retail or financial-services experience is an advantage. 1 Ford Credit | External role profile
• Clear, empathetic written and verbal communication, with confidence engaging customers, dealerships, Ford Motor Company contacts and internal stakeholders.
• Good investigation and decision-making skills: able to understand account information, evaluate evidence, ask focused questions and explain outcomes objectively.
• Excellent organisation and follow-through, including managing multiple open cases, meeting deadlines and maintaining regular customer updates.
• Attention to detail and commitment to quality, accurate records, internal controls and following processes.
• Confidence using multiple IT systems and the flexibility to learn, work collaboratively and support team priorities.
• An understanding of fair customer treatment and responsible handling of personal information

Desirable experience

• Customer relations or complaint handling in automotive finance, motor finance, vehicle retail or another regulated customer-service environment.
• Working with dealerships, business development teams, credit…