Job Title: Complaint Handler - Motor
Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues
Hours: Full time, Permanent

A BIT ABOUT US:

At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way.

SKILLS & ATTRIBUTES:

Proven experience in Complaint Handling within Finance.
Strong communication skills with the ability to type and talk in real time, alongside excellent written, empathetic, and results-focused communication.
Proven experience in complaint handling, particularly within motor finance and Satisfactory Quality claims, with sound judgement and attention to detail.
Solid understanding of FCA regulations, including DISP, DCA structures, Consumer Duty, and Conduct Risk, with awareness of regulatory expectations.
Proficient in using complaints management systems and digital tools, with strong keyboard skills and ability to prioritise and manage workloads effectively.
Able to work independently while contributing to team learning, with good rapport building, letter/report writing skills, and awareness of customer vulnerability.

THE ROLE:

The role of a Motor Complaint Handler is to handle motor finance complaints, including Satisfactory Quality and DCA cases, ensuring fair outcomes in line with FCA and consumer protection regulations.

KEY RESPONSIBILITIES:

Deliver fair, empathetic, and compliant outcomes for motor finance complaints within FCA-regulated timeframes.
Investigate cases thoroughly using DISP rules and Consumer Credit legislation, ensuring redress is provided when appropriate.
Maintain competence through ongoing training, quality reviews, and continuous professional development.
Collaborate with colleagues, contribute to process improvements, and raise issues that impact customer experience.
Manage customer data accurately, communicate effectively, and take ownership of queries using expert knowledge and digital tools.