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.

Key Responsibilities

• Take full ownership of complaints from allocation through to closure
• Manage customer and dealer communication, including difficult conversations
• Conduct thorough investigations using internal and external systems
• Apply a strategic approach balancing cost, customer impact, and risk
• Work with internal master technicians to assess repair options and costs
• Manage logistics including vehicle transportation and inspections
• Produce high-quality written communication and final response letters
• Ensure all complaints are handled within FCA DISP timeframes

Ways of Working

• Own and manage a personal case pipeline from oldest to newest
• Maintain proactive case progression with no delays
• Apply strategic thinking to each complaint
• Balance customer outcomes with cost control

About You

• Strong customer service and rapport building
• Strong investigative and analytical ability
• Organised with strong time management
• Ownership & Accountability
• Strategic Thinking
• Resilience
• Attention to Detail
• Negotiation Skills

About Us

• Subsidised Onsite Parking
• A great working environment with free fruit and juice bars
• Birthday off!
• Onsite Gym
• Free transport to and from Piccadilly Train station
• Free Barista bar serving teas and coffees
• Excellent career progression

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