Full job descriptionSuccessful candidates will be invited to an all day assessment centre W/C 22nd June

The purpose of this role is to investigate, manage, and resolve complaints and claims within regulatory timeframes and protecting the brand’s reputation. You will track voluntary disclosures, complaints, claims progress, identify trends, and escalate concerns where necessary, ensuring all activity complies with regulatory timeframes and internal policies. They will also manage daily action reports, support colleagues within the Regulations team, and remain flexible in taking on new tasks as required. This role is subject to change, and you may be required to transition to another area of the business.
What awaits you?
*Respond to voluntary disclosures from third-party firms.
*Resolve complaints and claims from Customers and third-party firms.
*Respond to follow up emails from Customers and third-party firms.
*Ensure all complaints are handled within regulatory deadlines and that holding letters are issued on time where required.
*Maintain professional relationships with customers and third-party firms, including making occasional outbound calls.
*Manage workload effectively and keep the manager informed of any delays.
*Log and manage breaches in line with company policy and including carrying out root-cause analysis.
*Support continuous improvement by reviewing procedures and identifying opportunities to enhance processes.
*Handle challenging or vulnerable customer interactions with empathy and in accordance with FCA requirements.
*Provide support on CCA remediation, voluntary disclosure responses, and FOS complaint handling.
*Manage large volumes of data uploads to progress voluntary disclosures, complaints and claims where required.

What should you bring along?
*Strong academic background.
*Knowledge of FCA Complaint Handling Rules (DISP) and relevant consumer protection laws.
*Experience in customer service, preferably within Automotive or Regulated Financial Services.
*Understanding of complaints environments and regulatory compliance.
*Excellent communication and interpersonal skills.
*Ability to work independently, prioritise tasks, and manage time effectively.
*Proficiency in Microsoft Office.
*Analytical skills and ability to work at both detailed and strategic levels.
*Knowledge of Motor Trade Law and regulatory authorities is advantageous.


Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C’s, Privacy Policy and Disclaimers which can be found at hays.co.uk