Job Description

This is a temporary role to cover 9 months maternity leave, to start January.

As part of our Customer Care team, you will join a team and a manager to manage customer complaints from initial receipt through to full investigation, resolution, and final response. You will work independently on a varied caseload, ensuring all complaints are handled in line with Company policies, internal processes, FCA guidelines and the Consumer Rights Act.

This role requires strong problem-solving abilities, critical thinking, and excellent communication skills. You will be confident working autonomously while collaborating effectively with colleagues and external partners to resolve complex or ambiguous situations.

Key Responsibilities

Acknowledge and log complaints received via letter, email, telephone, the Financial Ombudsman Service (FOS), or other agencies, ensuring accurate entry into internal systems. Conduct thorough investigations into complaints, determining company liability using information from brokers, vehicle dealerships, independent vehicle assessors, and FOS where required. Prepare well-reasoned final responses for sign-off by the Legal Department. Manage the full complaint lifecycle, ensuring all cases progress within FCA and internal deadlines. Monitor agreements and ensure payments are processed where appropriate. Maintain proactive communication with all stakeholders, managing expectations throughout the complaint journey. Build positive working relationships with brokers, dealers, customers, and internal teams. Assess and make informed decisions regarding costs related to third-party inspections and repairs. Adhere to authority limits and seek approval when required. Ensure compliance with all relevant policies including Treating Customers Fairly (TCF), the Data Protection Act, and FOS guidelines. Accurately record complaint statuses, levels, and outcomes for reporting and audit purposes. Support the review and development of new and existing Customer Care policies. Contribute improvement ideas and best-practice recommendations for the department. Participate actively in team and departmental meetings. Attend training courses to support ongoing development. Accompany senior management on broker and dealer visits when required.

Eligibility CriteriaExperience & Skills

Proven experience independently managing complaints from initial receipt through to resolution. Strong written communication skills, with experience producing clear, tailored responses. Experience managing an independent caseload within required SLAs. Demonstrated ability to engage with third parties to achieve resolution. Experience in financial services (desirable but not essential). Experience within HP Financial Services (desirable but not essential).

Competencies

Integrity Accountability Effective Communication Impact & Influence Planning & Initiative Problem Solving & Critical Thinking Teamwork & Collaboration
Job Types: Full-time, Fixed term contract
Contract length: 9 months

Pay: 12.21 per hour

Expected hours: 40 per week

Work Location: In person