Complaints Handler

We’re looking for a Case Handler to join our team, taking ownership of customer complaints from initial review through to final resolution.

You’ll investigate a variety of cases, speak with customers and dealers, and work with teams across the business to reach fair and timely outcomes. It’s a varied role where you’ll use your communication, problem-solving and decision-making skills to make a real difference to the customer experience.

Key Responsibilities

• Take ownership of complaints from allocation through to resolution
• Communicate confidently with customers and dealers, including handling more challenging conversations
• Investigate cases thoroughly using internal and external systems
• Make fair, commercially aware decisions while considering customer impact and risk
• Work with our internal master technicians to assess repairs and associated costs
• Coordinate vehicle inspections and transportation where required
• Produce clear, professional written correspondence and final response letters
• Ensure complaints are handled within FCA DISP timeframes

Ways of Working

• Manage your own pipeline of cases and priorities
• Proactively progress cases through to resolution
• Take ownership and keep customers updated throughout
• Use sound judgement to reach fair and appropriate outcomes
• Work collaboratively with teams across the business

About You

• Strong customer service skills and the ability to build rapport
• Confident handling challenging or sensitive conversations
• Good investigative and problem-solving skills
• Highly organised with strong attention to detail
• Comfortable managing multiple cases and priorities
• Previous complaints, financial services, automotive or regulated industry experience would be beneficial, but isn’t essential
• Ownership & Accountability
• Strategic Thinking
• Resilience
• Attention to Detail
• Negotiation Skills

Why Join?

• Subsidised onsite parking
• Monday–Friday working with no weekends
• Birthday off
• Onsite gym
• Free transport to and from Piccadilly Train Station
• Free barista bar serving teas and coffees
• Free fruit and juice bars
• Excellent career progression opportunities

About Team 247

We’re more than the UK’s #1 digital car finance platform. We’re a Manchester tech business that’s reshaping how people buy cars. Backed by smart tech, sharp minds and a relentless focus on exceptional service, we’re on a mission to make car finance simple, fast and customer-first.

We’ve got big goals – and the roadmap to get there. Join us and be part of something exciting.

Our values – Passion, Ownership, Resilience and Togetherness – define how we work and win. We look for people who bring energy and drive, take accountability, push through challenges and back their teammates. If you care about doing a great job, stepping up when it matters and succeeding as part of a team, you’ll fit right in.

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