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The Regulated Complaints Handler plays a critical role in ensuring a high standard of customer satisfaction by effectively managing and resolving customer complaints. Acting as a key point of contact, the role involves investigating concerns, liaising with internal teams, and delivering fair and timely resolutions in line with company policies and industry regulations.
This position requires strong communication skills, empathy, and problem-solving abilities to handle complex cases professionally while maintaining the company’s reputation for excellent customer service. The Complaints Handler will also identify trends in customer feedback, providing insights to improve processes and prevent recurring issues.

HELPFUL SKILLS AND QUALIFICATIONS

Don’t worry about ticking off every single skill here if you care about delivering great experiences as much as we do, we want to hear from you.

• Previous experience of complaint handling within a regulated environment, customer service, or dispute resolution role, preferably in an automotive, retail, or financial services environment
• Experience dealing with complex and regulated complaints, adhering to industry standards and company policies
• Excellent communication skills, with the ability to handle difficult conversations professionally and empathetically
• Decision-making ability, to make fair and informed decisions to resolve complaints
• Knowledge of consumer rights, consumer duty, warranty policies, and automotive industry standards is highly desirable

As a Complaints Handler, you will play a key role in ensuring customer satisfaction by effectively managing and resolving complaints in a professional and timely manner. Your primary responsibilities will include:

• Complaint Management: Investigate, assess, and resolve regulatory complaints in line with relevant laws, industry guidelines, and company policies
• Regulatory Compliance: Ensure all complaint handling processes align with regulatory bodies such as the Financial Conduct Authority (FCA), the Financial Ombudsman Service, or other relevant authorities
• Customer Resolution: Provide fair, timely, and customer-centric resolutions, balancing regulatory requirements with business objectives.
• Root Cause Analysis: Identify trends and root causes of complaints, recommending process improvements to reduce future issues
• Stakeholder Collaboration: Work closely with internal departments (sales, finance, legal, and customer service) to gather necessary information and implement resolutions
• Reporting & Documentation: Maintain accurate records of complaints, actions taken, and resolutions while preparing reports for internal and external audits
• Regulatory Liaison: Act as a point of contact for regulatory bodies and external dispute resolution services, ensuring prompt and compliant responses
• Policy & Process Development: Contribute to the refinement of complaint-handling procedures and compliance strategies to enhance customer experience and reduce risk exposure
• Training & Support: Provide guidance and training to customer service teams on regulatory complaint handling best practices