Motor Finance Complaints Specialist

Motor Finance Complaints Specialist

£30,000

Temp to Perm opportunity

Hybrid working | London

Are you experienced in handling complex complaints within the motor finance sector?

We're working with a rapidly growing financial services business that is looking to strengthen its Complaints team with someone who understands the complexities of motor finance and can investigate complaints fairly, objectively and thoroughly.

This is a genuine temp-to-perm opportunity, giving you the chance to join the business initially on a temporary basis with the opportunity to move into a permanent position.

This is not a standard complaints role

We're interested in candidates with strong motor finance or automotive finance experience.

You could have worked in motor finance complaints, vehicle finance, automotive lending, a dealership environment with significant finance exposure, or another role where you have dealt with complex disputes involving vehicles and finance agreements.

What you'll be doing

• Managing a varied caseload of complex motor finance complaints from investigation through to resolution.
• Investigating complaints relating to vehicle condition, satisfactory quality, finance agreements, dealer interactions and customer experience.
• Reviewing evidence from customers, dealers, lenders and other third parties.
• Assessing evidence objectively and reaching fair, well-reasoned decisions.
• Dealing with complaints involving vehicle quality and potential breaches of the Consumer Rights Act 2015.
• Managing cases involving multiple parties and ensuring customer expectations are clearly managed.
• Speaking with customers by phone where appropriate and producing clear, professional written responses.
• Preparing detailed Final Response Letters for complex complaints.
• Working within FCA regulation and DISP complaint-handling requirements.
• Managing your own caseload and prioritising cases according to complexity, customer needs and deadlines.
• Identifying recurring issues and feeding these back to operational and product teams.
• Dealing with cases that may ultimately involve the Financial Ombudsman Service (FOS).

The experience we're looking for

The motor finance experience is particularly important for this role.

We'd be interested in candidates with experience in:

• Motor finance complaints
• Automotive finance
• Vehicle finance
• Motor lending
• Motor dealerships with significant finance exposure
• Motor-related customer disputes
• Financial services complaints involving vehicles
• Satisfactory quality complaints

You’ll ideally have a good understanding of

• The Consumer Rights Act 2015
• FCA regulation
• DISP complaint-handling rules
• Motor finance processes and industry standards
• Satisfactory Quality complaints
• Financial Ombudsman Service (FOS) processes

You’ll also need strong investigation, analytical and written communication skills, with the ability to look at a complaint from all sides, assess the evidence and clearly explain your decision.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK

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