As a Complaints Handler, you'll manage escalated customer-service and quality issues within our vehicle finance journeys. You'll investigate, resolve and help prevent complaints while delivering outstanding service in line with regulation. Key responsibilities include:

Handling escalated non-regulated vehicle quality complaints in line with FCA regulations, from investigation through to decision and communication with the customer.
Recording and inputting complaints into our CMS system, ensuring all details are accurate and up to date.
Liaising with internal departments, lenders, dealers and engineers to gather required information and drive resolution.
Analysing root causes of complaints and feeding back recommendations to improve processes and reduce future risk.
Negotiating with dealers on repairs, costs and contractual repair obligations.
Ensuring you keep up to speed with changes in legislation, manufacturer recalls, MOT regulations and other policies affecting the complaints process.

We're seeking someone with solid experience in aftersales or complaints handling, who thrives on solving problems and delivering a high level of service.
Minimum 2 years' experience in a complaints handling role managing complex customer complaints or quality issues.
Good working knowledge of dealer aftersales repair processes and associated expectations.
A solid understanding of how FCA regulations and the Financial Ombudsman Service apply in complaint/quality resolution contexts.
Excellent written and verbal communication skills, with confidence in negotiating, influencing and challenging where necessary.
Strong problem-solving and analytical skills, with attention to detail and the ability to review evidence objectively.
Organisational skills to plan, prioritise and work under pressure, adhering to deadlines while maintaining high accuracy.

Join our team of passionate Zutonites and help transform the car finance experience with simplicity and integrity.

Pension scheme, life assurance & income protection
Free independent financial advice
Lifestyle, restaurant & shopping discounts
Cycle to work scheme
GP Anytime service for you and your family
Health cash back plan & access to wellbeing apps
Discounted gym memberships and free digital fitness classes
Enhanced caregiver leave (primary & secondary)
Flexible and shared parental leave
Fertility and foster-friendly policies
Birthdays off and volunteer days
Breakfast every Thursday
Bring your dog to work and enjoy free in-office massages
Regular social events from team nights out to hikes, to sports clubs and more
Regular gifting and celebrations throughout the year

3 Zuto Limited jobs in England & Wales