Job Description

About the Company:

carloans 365 are a car finance broker based in Old Trafford, 5 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.

This is a great opportunity for someone who's ready to build their experience in a supportive, fast-paced environment with a clear path to becoming a 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.??

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, with a clearly defined career path:

Step 1 - Complaints Specialist (27,500 starting salary)

You'll receive in-depth training and hands-on experience managing inbound complaints, triaging cases, and supporting customers with empathy and professionalism. This foundational stage focuses on building your knowledge of our products, internal processes and FCA requirements.

Step 2 - Senior Complaints Specialist (30,000 salary - following 3-6 month performance review)

After demonstrating consistent performance, sound judgement and strong communication skills, you'll progress to Senior Complaints Specialist. This role comes with increased responsibility for end-to-end complaint resolution, complex case handling and direct engagement with regulators, dealerships and lenders.

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 Salary 27,500 (progression plan to 30,000 within first 6 months) 20 days holiday + 8 national bank holidays + 1 additional day off for your birthday

Benefits:

Additional leave (Birthday off) Company events Discounted or free food Employee Assistance Programme Regular social events and lunches Generous spot prizes and incentives Great career progression opportunities
Job Types: Full-time, Permanent

Pay: 27,500.00 per year

Ability to commute/relocate:

Manchester M32 0FP: reliably commute or plan to relocate before starting work (required)
Experience:

Complaint handling: 2 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person