Complaints Resolution Handler

Complaints Resolution Handler – Car Finance Brokerage

(RELEVANT EXPERIENCE IS ESSENTIAL - PLEASE DON'T APPLY WITHOUT IT!)

New Year, New Start!

We’re looking for an experienced Complaints Resolution Handler to join our UK car finance brokerage, based in Cradley Heath, West Midlands
. This role would suit someone who enjoys problem-solving, understands consumer law, and is confident working with both customers and motor dealerships.

You’ll take ownership of consumer complaints and play a key role in ensuring they’re handled fairly, transparently, and in line with the Consumer Rights Act 2015 and FCA principles.

• Managing and resolving consumer complaints relating to vehicle finance, vehicle quality, and misrepresentation
• Applying the Consumer Rights Act 2015 to determine appropriate outcomes, including rejection, repair, replacement, or price reduction
• Acting as a main point of contact between consumers, dealerships, lenders, and internal teams
• Writing clear, professional responses to customers, including final response letters
• Keeping accurate complaint records and working to regulatory timescales
• Spotting trends or recurring issues and flagging these to the wider business

• Assisting with general administrative duties, including payments where required
• Supporting due diligence checks for new dealership partners
• Providing ad-hoc support to Account Managers and the compliance function

• Strong, hands-on experience with the Consumer Rights Act 2015 (essential)
• Experience handling complaints within car finance, automotive, or financial services
• Clear and confident communication skills, both written and verbal
• A calm, fair, and customer‑focused approach
• Well organised, with good attention to detail

• Experience with in a car finance brokerage or the motor trade
• Knowledge of FCA DISP rules
• Experience dealing with Financial Ombudsman Service cases

• Entry level

• Full-time

Salary: £36,000 per annum

Office-based role in Cradley Heath, West Midlands
.

Full‑time hours:
9am – 6pm, Monday to Friday

Supportive, collaborative team environment.

Opportunities to develop your knowledge of consumer law and financial services.