About the Company:
carloans 365 are a car finance broker based in Sale, 10 minutes outside Manchester city centre.
Our core focus here at carloans 365 is our customer; we aim to ensure that we are providing the best finance deal available to suit our customers needs, enabling them to get their perfect car. This has proven key to our current success and consistent excellent customer service.
Enough about us, what’s the role?
carloans 365 is growing fast, and we’re looking for a dedicated Complaints Specialist to join our team and support our continued success, working fully remotely.
This is a fantastic opportunity for someone looking to develop their career in complaints handling within a regulated environment, while benefiting from the flexibility and autonomy of remote working. You’ll be supported by a collaborative, experienced team, with a clear progression pathway to Senior Complaints Specialist.
The Complaints Specialist will be responsible for end-to-end management and resolution of customer complaints related to vehicle purchasing and finance options.
Working with customers, dealerships and lenders, this role requires exceptional communication skills, a keen attention to detail and the ability to navigate complex issues while ensuring an exceptional customer experience all from the comfort of your own home.
Progression Plan
At carloans 365, we are passionate about supporting internal growth and development. This role is the perfect entry into our fast-paced Complaints function, offering a clearly defined career path and the opportunity to develop long-term expertise in complaint handling within a regulated environment.
You’ll receive in-depth training and hands-on experience managing inbound complaints, triaging cases and supporting customers with empathy and professionalism. From the outset, you’ll be responsible for handling complaints end to end, building strong knowledge of our products, internal processes and FCA requirements, while working closely with dealerships, lenders and internal stakeholders.
Following a 3–6 month performance review, individuals who consistently perform well, demonstrate strong judgement and communication skills and show confidence in managing complex cases will be considered for a salary review. Progression is based on continued excellence in complaint resolution and effective engagement with external stakeholders, including regulators where required.
Responsibilities:
- Receive, log and acknowledge customer complaints in a timely manner
- Be a key player in maintaining our strong customer relationships by handling complaints with empathy and professionalism
- Investigate and resolve complaints efficiently, ensuring compliance with CL365 company policies and strict FCA regulatory requirements
- Communicate with customers via phone and email to gather information and provide updates on the status of their complaints
- Ensure all resolutions are compliant with relevant legislation and industry standards
- Handle sensitive information with the utmost confidentiality
What are we looking for?
- Experience in an end-to-end Complaints role within the motor trade – experience at a broker is highly beneficial
- Familiarity with FCA legislation and processes
- The ability to build rapport, diffuse difficult situations and solve problems using communication skills
- Resilient and positive with a proactive mindset
Details:
- Working pattern: 09:00 – 17:30 / 09:30 – 18:00 , 5 days per week, Monday – Friday
- Location: Hybrid
- Salary £30,000 - £35,000
- 20 days holiday + 8 national bank holidays + 1 additional day off for your birthday
Benefits:
- Additional leave (Birthday off)
- Company events
- Employee Assistance Programme
- Regular social events and lunches
- Great career progression opportunities
Job Types: Full-time, Permanent
Pay: £30,000.00-£35,000.00 per year
Experience:
- Complaint handling: 3 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Sale M33 7PP
