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Complaints Handler jobs in Manchester

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    • At least 2 years' experience in complaints handling, managing complex customer complaints or quality issues.
    • Investigating and resolving complex vehicle quality…
    • View all Zuto jobs - Manchester jobs - Handler jobs in Manchester
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    • Take full ownership of complaints from allocation through to closure.
    • The Case Handler is responsible for managing customer complaints from initial assignment…
    • Investigating and responding to informal and formal complaints.
    • Clear experience of handling regulatory complaints within an FCA environment.
    • Proven Experience*: Strong background in handling customer complaints, with a focus on resolving complex issues empathetically and efficiently.
    • Completing root cause analysis on complaints received to help inform process and service improvements.
    • Proven experience handling customer complaints or queries…
    • Ensuring all regulatory and internal Group requirements are met throughout the claims handling process, including supporting complaints with supporting the…
    • Ensuring all regulatory and internal Group requirements are met throughout the claims handling process, including supporting complaints with supporting the…
    • Taking ownership of customer complaints and escalating where necessary.
    • Liaising with the Customer Operations team to investigate and resolve customer…
    • Investigate and resolve a range of complaints, including: consumer complaints, complaints from installers or manufacturers about MCS or a Certification Body and…
    • You will be responsible for ensuring complaints are handled in line with company procedures, service standards and agreed timescales, while producing clear,…
    • Investigating complaints objectively and gathering relevant evidence.
    • Managing complaints from receipt through to final resolution.
  • View similar jobs with this employer
    • For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

Job Post Details

Complaints Handler
Zuto
·
3.7
Manchester M2 7HA
•
Hybrid work
£29,900 a year
Permanent
Apply now

Job details

£29,900 a year
Company pension
Permanent
Hybrid work in Zuto, M2 7HA Manchester, United Kingdom, Manchester M2 7HA

Full job description

Complaints Handler

Salary: Manchester City Centre

Join Zuto

Are you an experienced Complaints Handler who enjoys getting to the bottom of complex issues and finding the right resolution?

As a Complaints Handler at Zuto, you’ll play an important role in supporting customers when things haven't gone to plan during their car finance journey.

You'll investigate vehicle quality complaints, work closely with dealers, lenders and internal teams, and help deliver fair customer outcomes while identifying opportunities to improve how we do things.

What you'll be doing

  • Investigating and resolving complex vehicle quality complaints, ensuring fair and timely outcomes.

  • Working with customers, dealers, lenders and engineers to gather information and agree resolutions.

  • Negotiating with dealers around vehicle repairs, costs and contractual obligations.

  • Managing complaint records accurately and ensuring cases are handled in line with relevant FCA requirements.

  • Identifying complaint trends and root causes to help improve processes and prevent repeat issues.

  • Keeping up to date with relevant regulations, manufacturer recalls and vehicle repair requirements.

  • Delivering a professional, empathetic customer experience, even in challenging situations.

What We're Looking For

We're looking for someone who is confident handling complex complaints, commercially aware and passionate about delivering the right customer outcomes.

  • Making sure strong customer outcomes remain at the heart of how your team sells.

  • At least 2 years' experience in complaints handling, managing complex customer complaints or quality issues.

  • A good understanding of vehicle aftersales and dealer repair processes.

  • Knowledge of FCA regulations and the Financial Ombudsman Service (FOS).

  • Strong investigation, problem-solving and analytical skills.

  • Excellent communication skills, with the confidence to negotiate, influence and challenge when needed.

  • The ability to assess evidence objectively and make fair, well-reasoned decisions.

  • Strong organisational skills and attention to detail, with the ability to manage multiple cases and deadlines.

Why Zuto?

At Zuto, you'll join a supportive team where your work makes a genuine difference to our customers. Alongside opportunities to develop your skills and contribute to improvements across the business, you'll enjoy:

  • Financial wellbeing – pension, life assurance, income protection, financial advice and shopping discounts

  • Zuto Life with regular socials, celebrations, free drinks & snacks, breakfast Thursdays, birthday off and more

  • Wellbeing – GP Anytime, health cash-back, wellbeing support and discounted gyms

  • Family support – enhanced caregiver leave, shared parental leave and fertility & foster-friendly policies

Ready to Get Started?

If you're an experienced Complaints Handler who enjoys solving complex problems, supporting customers and finding fair resolutions, we'd love to hear from you.

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