Complaint Handler

Complaint Handler




£27,000 Per Year


Kind Consultancy is working with a fast-growing Motor Finance firm which is currently seeking a Complaint Handler to join them in a full-time, permanent role based in their Kent offices, paying up to £27,000.

The Complaint Handler will focus on timely and accurate administration of any complaints received by the company from introducers and customers, ensuring all responses are completed in line with the current FCA and CCA regulations and the company’s policies and procedures, with key activities including:

  • Ensuring that all inbound complaints are thoroughly investigated within regulatory time frames
  • Openly and fairly reviewing each customer complaint without bias or personal opinion
  • Taking ownership throughout the decision-making process, communicating your reasoning, ensuring all obligations with relevant legislation are met, including the Consumer Credit Act, FCA, FOS and the FLA code of practice
  • Establishing telephone contact with customers to gain a full understanding of their complaint in order to progress to a fair outcome as quickly as possible
  • Building excellent relationships with 3rd party service providers, dealer networks and the sales team to review and resolve any quality concerns
  • Maintaining the complaints database with correct and relevant information at all times
  • Ensure all regulatory responses are issued correctly and on time

Our ideal candidate for the Complaint Handler opportunity:

  • Has experience of working within the motor finance industry with a minimum of 12 months handling vehicle quality issues and complaints
  • Has good knowledge the FCA’s Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty,  and of GDPR and the DPA act
  • Is able to understand and comply with documented processes, policies and procedures
  • Has excellent verbal and written communication skills, including the ability to make customers feel heard and understood
  • Has a good educational background with demonstrable proficiency in Maths and English
  • Is Computer Literate, including MS Office products and E-mail

If you're interested in the Complaint Handler opportunity, you're based in or can regularly commute to Kent, and you have the skills, knowledge and experience we're looking for, please apply with an updated CV today.

Get in touch