Complaints Officer

Complaints Officer – Car Finance

Car Money

Eurocentral, ML1 4UF

40 hours Monday to Friday 8.30-5.30pm

£30,000 plus £2,000 bonus

We’re looking for a proactive, detail‑oriented Complaints Officer to join our growing team ’ll play a key role in maintaining customer trust and satisfaction, managing the complaints process with integrity, empathy, and a commitment to doing what’s right. If you thrive in a fast‑paced environment, have great communication skills, and are ready to make a real difference to the customer experience, this could be the perfect role for you.

• Monitor and respond to all customer complaints via the CRM. Ensuring that complaints are prioritised, and regulated complaints are escalated to management as soon as possible.
• Ensure detailed notes regarding the complaints, from both the customer and finance company, are recorded on the CRM to ensure an audit trail is available for all complaints.
• Follow the escalation process for complaints if they are not dealt with in the appropriate manner by the dealership, customer, management or lender.
• Ensure all follow‑up calls for retail and dealer are completed two days after the deal has been paid out; these are recorded with the CRM system and any exceptions reported to management.
• Carry out weekly calls with all the lenders to discuss any outstanding finance complaints that are ongoing and strive to find a resolution as quickly as possible, maintaining a healthy working relationship with all lenders.
• Request reviews from customers during follow‑up calls, monitor and help monitor reviews (with marketing).
• Lead the weekly complaints meeting with management, making suggestions on the next appropriate action where applicable.
• Advise the risk committee on dealership that we should cease trading with based on their attitude towards complaints, concerns about quality of vehicles or any other issues, including numerous complaints.
• Liaise with lender, auctions, dealerships and the accounts department to ensure timely resolution of all unwinds, taking the lead to reduce financial exposure to Car Money and manage Car Money assets.
• Provide ad‑hoc support where required, specifically helping with call volume.

• Experience working in a complaints role or similar.
• Knowledge of FCA and GDPR is highly desirable.
• An understanding of the legislation that governs the business and the ability to see how this impacts the business.
• Knowledge of the car finance industry is advantageous.
• Excellent communication skills, both verbally and written.
• Well‑organised and a committed team player.
• Exceptional customer‑service skills.
• Confidence over the phone.
• Ability to liaise at all levels with other departments and outside agencies.
• Take personal responsibility for making things happen.

• 30 days holiday rising with length of service.
• Flexible shift patterns to suit your lifestyle.
• World‑class training delivered by the Ninja Academy.
• Internal development opportunities – climb the Ninja ladder.
• Onsite parking.
• Free tea & coffee and breakfast on a weekend.
• Daily, weekly and monthly incentives; the big one – win a trip abroad.
• Employee discounts.
• Generous referral scheme.
  
  Pension and life assurance.
• Enhanced maternity and paternity leave.
• Regular giving‑back days and charity events.
• Access to the wellbeing centre – MOT and in‑house counselling services.
• Colleague events – family fun day, annual ball, Christmas party.

Car Money is an equal opportunities employer. Everyone is welcome here, as long as you have the drive and passion to succeed, then we would love to hear from you.