Complaints officer
| Dyddiad hysbysebu: | 10 Mawrth 2026 |
|---|---|
| Cyflog: | £26,000 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | bonus up to £6000 per annum |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 09 Ebrill 2026 |
| Lleoliad: | Eurocentral, ML1 4UF |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | CarMoney |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | complaints |
Crynodeb
Complaints Officer
CarMoney
Eurocentral, ML1 4UF – office based
40 hours Monday to Friday 8.30-5.30pm
£26,000 + Bonus up to £6,000 per annum
Join CarMoney – one of the UK’s fastest-growing digital finance brokers! We work with huge brands like MoneySupermarket, AutoTrader, Motors, Gumtree and Exchange & Mart - to name a few! With more to come, you’ll be joining a business with HUGE opportunities to grow and develop your career. Our head office is based in Eurocentral, just off the M8 between Glasgow and Edinburgh. Free parking onsite but if you use public transport make sure you check links as we can be quite tricky to reach.
We’re looking for a proactive, detail-oriented Complaints Officer to join our growing team at CarMoney. You’ll play a key role in maintaining customer trust and satisfaction, managing the complaints process with integrity, empathy, and a commitment to doing what’s right. If you thrive in a fast-paced environment, have great communication skills, and are ready to make a real difference to the customer experience – this could be the perfect role for you.
What you will be doing
· Monitor and respond to all customer complaints via the CRM. Ensuring that complaints are prioritised, and regulated complaints are escalated to management asap.
· Ensure detailed notes regarding the complaints, from both the customer and finance company are recorded on the CRM to ensure that an audit trail is available for all complaints.
· Follow the escalation process for complaints if they are not dealt with in the appropriate manner by the dealership, customer, management or lender.
· Ensure all follow up calls for retail and dealer are completed 2 days after the deal has been paid out, these are recorded with the CRM system and any exceptions reported to management.
· Carry out weekly calls with all the lenders to discuss any outstanding Finance complaints that are ongoing and strive to find a resolve as quickly as possible, maintaining a healthy working relationship on all lenders.
· Request reviews from customer during follow up calls, monitor and help monitoring reviews (with marketing).
· Lead the weekly complaints meeting with management, making suggestions on the next appropriate action where applicable.
· Advise the risk committee on dealership that we should cease trading with based either on their attitude towards complaints, concerns about quality of vehicles or any other issues that or numerous complaints.
· Liaising with lender, auctions, dealerships and the accounts department to ensure that timely resolution of all unwinds, taking the lead to ensure reduced financial exposure to CarMoney and management of CarMoney assets.
· Ensures that any ad hoc support is provided where required, specifically helping with call volume.
What you will need
· Experience working in a Complaints role or similar.
· Knowledge of FCA and GDPR is highly desirable
· An understanding of the legislation that governs the business and be able to see how this impacts on the business
· Knowledge of the car finance industry is advantageous.
· Excellent communication skills, both verbally and written
· Well organised and committed team player.
· Exceptional customer service skills
· Confident over the phone
· Ability to liaise at all levels with other departments and outside agencies.
· Take personal responsibility for the making things happen.
Your Net Better off – the CarMoney difference!
· 30 days holiday rising with length of service
· Flexible shift patterns to suit your Ninja lifestyle
· World class training delivered by the Ninja Academy
· Internal development opportunities – climb the Ninja ladder!
· Onsite parking
· Free tea & coffee and breakfast on a weekend is on us!
· Daily, weekly, and monthly incentives and the big one…. Win a trip abroad!
· Employee discounts
· Generous Ninja Referral Scheme
· Pension & Life Assurance
· Enhanced maternity & paternity leave
· Regular giving back days and charity events
· Access to the Wellbeing Centre – MOT & In house counselling services
· Colleague events – Family Fun Day, Annual ball, Christmas party - yes we like to have fun!
If you would love to be part of our CarMoney family, please APPLY now with an up to date copy of your CV. We look forward to hearing from you soon.
CarMoney is an equal opportunities employer. Everyone is welcome here, as long as you have the drive and passion to succeed, then we would love to hear from you.
CarMoney
Eurocentral, ML1 4UF – office based
40 hours Monday to Friday 8.30-5.30pm
£26,000 + Bonus up to £6,000 per annum
Join CarMoney – one of the UK’s fastest-growing digital finance brokers! We work with huge brands like MoneySupermarket, AutoTrader, Motors, Gumtree and Exchange & Mart - to name a few! With more to come, you’ll be joining a business with HUGE opportunities to grow and develop your career. Our head office is based in Eurocentral, just off the M8 between Glasgow and Edinburgh. Free parking onsite but if you use public transport make sure you check links as we can be quite tricky to reach.
We’re looking for a proactive, detail-oriented Complaints Officer to join our growing team at CarMoney. You’ll play a key role in maintaining customer trust and satisfaction, managing the complaints process with integrity, empathy, and a commitment to doing what’s right. If you thrive in a fast-paced environment, have great communication skills, and are ready to make a real difference to the customer experience – this could be the perfect role for you.
What you will be doing
· Monitor and respond to all customer complaints via the CRM. Ensuring that complaints are prioritised, and regulated complaints are escalated to management asap.
· Ensure detailed notes regarding the complaints, from both the customer and finance company are recorded on the CRM to ensure that an audit trail is available for all complaints.
· Follow the escalation process for complaints if they are not dealt with in the appropriate manner by the dealership, customer, management or lender.
· Ensure all follow up calls for retail and dealer are completed 2 days after the deal has been paid out, these are recorded with the CRM system and any exceptions reported to management.
· Carry out weekly calls with all the lenders to discuss any outstanding Finance complaints that are ongoing and strive to find a resolve as quickly as possible, maintaining a healthy working relationship on all lenders.
· Request reviews from customer during follow up calls, monitor and help monitoring reviews (with marketing).
· Lead the weekly complaints meeting with management, making suggestions on the next appropriate action where applicable.
· Advise the risk committee on dealership that we should cease trading with based either on their attitude towards complaints, concerns about quality of vehicles or any other issues that or numerous complaints.
· Liaising with lender, auctions, dealerships and the accounts department to ensure that timely resolution of all unwinds, taking the lead to ensure reduced financial exposure to CarMoney and management of CarMoney assets.
· Ensures that any ad hoc support is provided where required, specifically helping with call volume.
What you will need
· Experience working in a Complaints role or similar.
· Knowledge of FCA and GDPR is highly desirable
· An understanding of the legislation that governs the business and be able to see how this impacts on the business
· Knowledge of the car finance industry is advantageous.
· Excellent communication skills, both verbally and written
· Well organised and committed team player.
· Exceptional customer service skills
· Confident over the phone
· Ability to liaise at all levels with other departments and outside agencies.
· Take personal responsibility for the making things happen.
Your Net Better off – the CarMoney difference!
· 30 days holiday rising with length of service
· Flexible shift patterns to suit your Ninja lifestyle
· World class training delivered by the Ninja Academy
· Internal development opportunities – climb the Ninja ladder!
· Onsite parking
· Free tea & coffee and breakfast on a weekend is on us!
· Daily, weekly, and monthly incentives and the big one…. Win a trip abroad!
· Employee discounts
· Generous Ninja Referral Scheme
· Pension & Life Assurance
· Enhanced maternity & paternity leave
· Regular giving back days and charity events
· Access to the Wellbeing Centre – MOT & In house counselling services
· Colleague events – Family Fun Day, Annual ball, Christmas party - yes we like to have fun!
If you would love to be part of our CarMoney family, please APPLY now with an up to date copy of your CV. We look forward to hearing from you soon.
CarMoney is an equal opportunities employer. Everyone is welcome here, as long as you have the drive and passion to succeed, then we would love to hear from you.