Salary: Starting at £27,000 per annum
Full Time 37.5 Hours per Week
Monday to Friday 9am to 5pm
Hybrid Working Available
Location: Manchester
Join the UK's Leading Intensive Driving Course Provider
At CAPSIL, we're passionate about helping learners get on the road faster. Since 2016, we've supported over 60,000 learners through our award-winning brands including PassMeFast, ADI Network and Instruct Me. As the UK's largest intensive driving course agent, we're proud to connect learners with DVSA-approved driving instructors across the country.
We're now looking for a Complaints & Audit Officer to join our Compliance team.
About the Role
This is an excellent opportunity for someone who thrives on problem-solving, has exceptional attention to detail, and genuinely cares about delivering a great customer experience.
As our Complaints & Audit Officer, you'll act as the first point of contact for customer complaints, conducting fair and thorough investigations, identifying resolutions, and helping us continuously improve our service. You'll also support quality audits and compliance activity across the business.
You'll play a key role in ensuring customer concerns are handled professionally, efficiently, and in line with company and regulatory standards.
What You'll Be Doing
Receive Complaints
- Act as the first point of contact for students or parents raising concerns.
- Accept complaints via phone, email, in-person, or online forms.
Record and Track Issues
- Log complaints accurately in a tracking system.
- Ensure all relevant details (dates, people involved, nature of complaint) are documented.
Investigate Complaints
- Gather facts by speaking with instructors, students, and other staff.
- Review lesson records, test results, and communication history.
Resolve Issues Promptly
- Aim to resolve complaints quickly and fairly.
- Offer solutions such as rescheduling lessons, refunds, or instructor changes.
Maintain Professionalism
- Stay calm, respectful, and impartial during all interactions.
- Handle sensitive issues with discretion and empathy.
Communicate Outcomes
- Inform complainants of the outcome and any actions taken.
- Provide clear explanations and next steps if needed.
Follow Policies and Regulations
- Ensure all actions comply with internal policies and external regulations (e.g., DVSA standards).
- Escalate serious or unresolved complaints to management.
Improve Service Quality
- Identify patterns or recurring issues to help improve training and customer service.
- Provide feedback to instructors and staff based on complaint trends.
Report to Management
- Prepare regular reports on complaint volumes, types, and resolutions.
- Highlight areas needing attention or improvement.
ADHOC Duties:
- Covering in team absence such as managing email queue for disconnection requests
- Covering in team absence such as managing QA where critical
- Audits where applicable or as requested by other business leaders
What We're Looking For
✅ Experience handling complaints, customer escalations, investigations or quality assurance processes.
✅ Excellent written and verbal communication skills.
✅ Strong attention to detail and the ability to analyse information objectively.
✅ The confidence to manage challenging conversations professionally and empathetically.
✅ Strong organisational skills and the ability to manage multiple cases simultaneously.
✅ A proactive approach to problem-solving and continuous improvement.
Why Join CAPSIL?
We believe our people are our greatest asset. In return, we offer:
- Competitive starting salary of £27,000
- Hybrid working opportunities
- 25 days holiday plus bank holidays
- Holiday purchase scheme
- Birthday day off
- Enhanced maternity and paternity leave
- Enhanced pension scheme
- Life assurance (4x salary)
- Tech & Home Scheme
- Learn to Drive Scheme
- Smart Health GP service
- Employee Assistance Programme
- Free on-site gym
- SimplyHealth Cash Plan
- Ongoing learning and development opportunities
Our Culture
At CAPSIL, you'll be joining a fast-paced, innovative and supportive business where your ideas and contributions genuinely make a difference. We pride ourselves on creating an inclusive environment where everyone feels respected, valued and able to thrive.
If you're passionate about delivering excellent customer outcomes, solving problems, and helping drive continuous improvement, we'd love to hear from you.
Pay: £27,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free fitness classes
- Health & wellbeing programme
- On-site gym
- On-site parking
- Sick pay
- Transport links
Work Location: Hybrid remote in Salford M5
