We’re looking for a Complaints Agent to join our friendly team in Macclesfield. You’ll be the first point of contact for customers, ensuring queries and complaints are handled quickly, fairly, and with empathy. Your role is key to making sure our customers feel heard, supported, and treated with respect at all times.
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Handle inbound queries from customers via phone, email, and post
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Log and manage complaints in line with FCA DISP requirements
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Investigate issues thoroughly and provide fair, timely resolutions
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Communicate outcomes to customers clearly and professionally
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Work with internal teams to resolve issues and prevent recurrence
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Identify opportunities to improve our processes and customer experience
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Experience in complaints handling within financial services and preferably within Motor Finance.
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Excellent communication and listening skills
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Empathy and resilience when dealing with challenging conversations
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Understanding of FCA complaints handling requirements
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Strong organisational skills with the ability to manage multiple cases
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A proactive approach to problem-solving and continuous improvement
